1.Responsible for attending the calls/Issues reported by the end user.Engineer will attend the call immediately once the call is logged in the Service Desk tool.
2.Calls to be closed within SLA and timely remarks to be updated with justification and no repeat call.
3.Troubleshooting will be to understand and streamline the issue to its core (i.e. Hardware, Software, Applications, Network, Voice, Security, Antivirus, Mailing services etc).
4.LAN port activity (Cable tracking/ Port tracking in Switch), Coordination with the Network team for LAN port activation, IP Address configuration, Handling IP Conflict issues, Share folder access, Share folder Mapping, Basic knowledge in Static IP activity (Port/ MAC bind).
5.Should have knowledge on installtion of Desktop/Laptop with OS like Windows7, XP, also should be able to do the recovery of OS by taking care of user data.
6.Should have basic knowledge on Servers also.
7.Should be able to install and troubleshoot the application.