Associate Engineer Onsite

End user device management:

Address hardware, operating system software issues of computer systems.

Office applications, basic business tools, authentication via active directory

Network configuration management (LAN, Internet and Client VPN)

Peripherals (printers, scanners) configurations support

Scheduled proactive activities and patching support

Client-side backup configurations support

O/S support Windows (Specially Windows 10 11)

O/S support Linux

MAC OS management skill (Good to have)

Application infrastructure- client-side support (Email, Office)

Maintain definitive library for OS, Applications, product guides, device firmware etc.

Maintain and update configuration documents

Maintain assets and software license / subscriptions

Vendor co-ordination and support

Maintain SLAs and do timely escalations.

Report all incident/service/change requests in helpdesk tool.

Provide after hour support in case of emergencies and occasional weekend maintenance.

Co-ordination with Remote Team and provide onsite support for:

Physical virtual server administration and scheduled activities

Storage backup management

Firewall, IPsec SSL VPN management

Switching wireless infrastructure.

Reporting To: Service Delivery Manager Commencement Date: 01-03-2025

Key Result Areas Key Performance Indicators Accountability Reporting Method

1 Job Knowledge Understanding Roles Responsibilities assigned Understanding Customer contracts deliverable s Technical knowledge Proficiency in following established process and tools Update ticket and worklog in Helpdesk Tool Update request status to customers. Update escalations to Service Delivery Manager (SDM). Task completeness and time taken to resolve the tickets

2 Handling Tickets Registering and updating of all tickets in helpdesk tool. Fulfilling of incidents and service requests. Completing tickets within SLA. Ensure quality in services provided. Update ticket and worklog in Helpdesk Tool Update request status to customers. Update escalations to Service Delivery Manager (SDM).

3 Routine tasks fulfilling Complete tasks as per schedules. Update and maintain schedules. Update ticket and worklog in Helpdesk Tool. Update documents.

4 Maintain IT inventory configurations Update and maintain the inventory list. Update and maintain the configuration documents Maintain warranty and subscription details. Notify stake holders about renewals beforehand. Update in Helpdesk Tool / Assets Management Tools Report to customer.

5 Process adherence Follow customer and Soffit defined policies and procedures. Follow HR policies and process Follow proper attendance and leave reporting processes.

6 Customer satisfaction Professional Ethics Adhere to timelines and punctuality Workplace behaviour Customer feedback form Ticket based Customer feedback form Account based.. Attendance.

Competencies Required:

Qualification:

Graduate or above

1-2 years of total

experience

CompTIA A+, N+

MCSE, CCNA

Certification

(Optional) Competence: Confidentiality Work Ethics Skills: Excellent troubleshooting skills Proven experience as computer technician or similar role Exceptional organizing and time-management skills Very good communication abilities Windows 10 11 operating system management skills Linux OS management skill MAC OS management skill (Good to have) LAN Wired Wireless network management. Reporting Personality Traits: Committed Professional Courteous Team Player Communication skill