Job Description: OEM coordination and Break/Fix hardware repair

IMAC (install, move, add, change) activities for end-user devices and Video conferencing devices

Smart-Hands support where resolutions cannot be made remotely

Infrastructure hands and feet support in key locations

Back-up tape rotation and POC for off-site pick up

Driver testing for PC laptop/desktops

Workstation patching remediation

Resources will prioritize responding to and resolving SLA-based assignments over other duties

Work on tickets assigned through the PC ITSM Toolset. Technicians will manage the problem to resolution, according to the priority level assigned to the ticket and perform repairs, upgrades, and restores to the workstation as defined in SLAs.

Providing Installation support for new Desktops & Laptops which shall include OS Installation, Power On Test, verification of Hardware configuration, OS configuration, configuring the old Lotus Notes mail client, configuring Outlook, configuring the MS Office Applications (as per provided standards), configuring the printers.

Cable patching of LAN, WAN, Desktops, Laptops, Printers at the in-scope locations. Manage user permission to File share, backup management and patches management for servers hosted at Gurgaon, Chennai and Jhajjar

Users account creation and basic management via Active Directory, MS TEAMS and Exchange

Providing support (including Installation support) for OS, MS Office, and MS Outlook Client, AVD Client Suite etc.

Providing configuration and fine-tuning support for OS – Windows 10 & above

Striving towards first call resolution & escalating unresolved problems as per the Escalation processes, through the Service Desk, keeping all relevant personnel in the communication loop.

Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents

Emergency recovery maintenance for Desktops and Laptops

Configuring the printers and resolving printing problems of the users

Providing support for audio & video conferencing set up, connecting Desktops/Laptops to LCD projectors & other collaboration tools (in scope for locations with onsite support only)

Providing support for patch up gradation on Desktops and Laptops.

Diagnosing & troubleshooting virus problems that can be fixed using anti-virus tool on the Desktops and Laptops.

Providing first contact remote support for all calls initially.

Providing configuration setup & troubleshooting support for iOS & Android devices via approved MDM solution.

Providing initial diagnosis support for AVD, like checking connection type, client version, network latency, basic troubleshooting and escalation of unresolved issues to respective support team

Providing support for LCD projectors, setting up and tuning them with systems

Managing Endpoint systems backup via backup tool

Building knowledge database for Infra team to support more effectively.

Mode: Dispatch - Casual Basis

Duration: Long term project - Minimum 6 months to 1 Year and it may extend depending on the status of the project

Role: L1 DSS (Desk side Support with basic network knowledge) - Desktop Engineer

Experience: 3+ Yrs

Why Join EIL Global?

Work with leading enterprise clients across various industries.

Opportunity to gain exposure to diverse IT infrastructure projects.

Interested?

Please send your updated CV to rana.rehana@eilglobal.com

We look forward to hearing from you!

Support Engineer

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