Technical Support Engineer

Description

Apply on-- https://www.softenger.com/index.php/jobs/hew_uid_04586_21_1/

Single Point of Contact (SPOC) for the customer in the Regional Office for any Technical Escalation or support related issues for end user equipment in the region Manage Technical Support for End User devices, LAN/WAN & Cabling issues Liaison with respective ISPs for connectivity / Technical support issues Liaison with hardware and application service providers within and outside the organization for extending technical support Liaison with Data Center team for Server / Network Connectivity / Application related issues Follow process for Video Conferencing equipment like daily checklist adherence Ensure email related issues pertaining to VIP / Key users are addressed on top priority Customer Escalation Management for all the issue in the region Monthly review with the customer for respective site F2F Managing VIP users of each site. Getting regular feedback about the services. Publish periodic reports to customer
Follow IMAC process for regional office and associatedsites
Manage inventory for the regional office site/sites, do monthly reconciliation and get sign off & Stamp from the regional head
Updates the status of hardware warranty and AMC status to all concerned
Ensure Customer approved Security policy compliance at all times is maintained across all end user devices. Ensure policy adherence by all site engineers
Ensure Antivirus update on all end user devices
Contribute to create Standard Operating Procedures (SOPs) and share the same to Technical Support Lead for approval. Once approved, implement and ensure local onsite engineers also follow the same.
Ensure site engineers log each incident in ITSM Tool and track incident life-cycle management. Raise problem tickets as and when necessary
Contribute as well as encourage other team members to create KBs (Knowledge Base) and share the same with the Team Lead for approval. Once approved, implement and follow the same.
Follow up and coordinate with respective vendors for the calls logged with them for faster resolution to minimize SLA breach cases
Ensure himself as well as onsite engineers follow customer s site access and other guidelines that is not limited to service window, attendance discipline, availability of services / resources, handling and usage of the assets provided by the customer for service delivery, site entry & exit guidelines, bio-metric attendance registration/de-registration of onsite technical support engineers, material/spares parts movement and access to other facilities like cafeteria, meeting room etc. provided by the customer at the respective site.