Desktop Support Engineer

Job Title: Desktop/Technical Support Engineer L1 & L2

Role : Desktop/Technical Support Engineer L1

Experience – 1-2 Years

Budget - 2.4 LPA

Working Days - 6 Days

Role : Desktop/Technical Support Engineer L2

Experience – 2+ Years

Budget - 3 LPA

Working Days - 6 Days

• Attend all the tickets forwarded by Service Desk and Incident management team.

• Ensure tickets under various categories (P1/P2/P3/P4) are resolved within the agreed SLA.

• Working on endpoint devices like Desktops, Laptops, Handheld Devices, Pinter‘s & Scanners.

• Supporting end users for their hardware, operating system and application related issue.

• Escalate with documented evidences to the next level as and when required to the respective teams (Server, NMC, IT Security, IT SDM & Service Delivery) and follow up to its closure with a complete resolution.

• Ensure adherence to operational & technical escalation process (escalation matrix)

• Provide accurate information in the shift handovers and on email to the respective Managers.

• Patching and cabling of the Assets and also working on WIFI/ wireless connectivity‘s.

• Co ordinating with vendors and suppliers while accepting material or handing over in case of new or replacement cases.

• Asset Inventory management - need to capture accurate inventory and share with respective Asset team.