Troubleshoot issues to resolve or escalate to resolver group specialists.
Test for functionality, network connectivity, and access to Customer’s infrastructure as applicable.
Obtain User acceptance of completion to close the Request/Incident.
If a User does not acknowledge the completion after Excis attempts to contact the User to obtain acceptance 3 times (over 3 business days within the user’s time zone unless otherwise requested), then Partner will deem the Request/Incident completed and close the Ticket.
Hardware Break Fix – Troubleshooting and co-ordination with hardware vendor
Desk Side Support - Desk Side Support provides problem diagnosis and resolution for authorized operating systems and application software residing on Devices.
Spares Management – Management of stock in dedicated sites
Printer Support – Basic H&E support and co-ordination with managed print
service provider only in dedicated sites
Provide Hand and Eyes Support as requested through a Service Request;
Contact the remote SME for service instruction; and
Perform activities as directed by the remote SME for the respective towers (DC, Networks or Fixed Voice). These are simple activities like:
Device observation (e.g.: checking status of an equipment: on/off,
LED color)
Physical device re-boot or shutdown
Onsite troubleshooting according to support team
Device reconfiguration according to support team
Backup / restore
Requisitos
Engineer Skillsets:
Fluent in Local and English Language B2+
Minimum of 18 months’ years of IT experience.
Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
Proven analytical, troubleshooting and problem- solving skills.
Proven ability to multi-task, effectively determine priorities and meet SLA’s.
Excellent communication Fluency in English & Local language
Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
Should have basic knowledge of Mac operating system, to support Apple pc users.
Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
Performs general preventative maintenance tasks on computers, laptops, printers
Install , updates images, create bootable USB, windows
