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Keywords / Skills : Deskside Engineers

1 - 2 years
Posted: 2019-05-01

Job Description
Job Description:

a) Minimum three (3) year of relevant experience with adequate technical skills. (Engineer experience shall be minimum of one (1) year in a single employment contributing summed total of three (2) years of relevant experience.)
b) Must be ITIL Foundation certified or verified within two (3) months of hiring. (Infinite to provide candidates with certification)
c) Must be customer oriented.
d) Good spoken English
e) Good technical knowledge in all OS , Internet Broswers, MS Office, Lotus Notes, MS Outlook, basic Network troubleshooting skill.
f) Must be able to be a team player and willing to work on shift if required and willing to work in a challenging environment.
g) Must have some basic communication skills.
h) Willing to take on extra tasks that are given.

• Provides onsite support to users with good customer satisfaction for main and off-site
• Service cases escalated by helpdesk, ensure service report form are completed and update/close the tickets on a timely manner as per ticket update/closure procedure
• Helps to maintain or improve the overall image of the support team
• Level 1 & 2 level trouble shoot and problem resolutions
• Provide technical and operation support
• Work with IBM to reach service level target
• Included in this price will be break/fix for patches, software distribution and preventive maintenance
• Managed the media and documentation related to the equipment supported
• Scanning and Software Distribution Agent installation and reinstatement of agent as needed during transition, wall to wall and steady state activities
• Install the inventory scanning agent upon any new asset
• Deployment/cloning/Hardware change that needs reinstallation of the agent. (Agents and instructions will be provided by IBM)
• Reinstate inventory scanning agent on the PCs/laptops for those cases highlighted by the asset administrator where the agent is not responding back to the server after the periodic scanning
• Provide the listing of any disposed assets from the environment to asset administrator for updating the asset repository
• Support IMACs each IMAC is treated as a case
• Provide break fix to software distribution patches where IBM will provide the instructions
• Provide onsite assistance for IBM client events (e.g. HFL…). Such events may be conducted outside the stipulated service hours.Skill Set:

Good technical knowledge in all OS , Internet Broswers, MS Office, Lotus Notes, MS Outlook, basic Network troubleshooting skill. Service cases escalated by helpdesk, ensure service report form are completed and update˼lose the tickets on a timely manner as per ticket update˼losure procedure; Support IMACs each IMAC is treated as a case
Key Skill(s)

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