Responsibilities

• Supervise cases in ticketing tool queues.
• Receive P4 Incidents, Service Requests in ticketing tool.
• Look into the reported issue/approved tickets and address it within agreed SLA’s.
• Resolve & update ticket after selecting relevant resolution.
• Troubleshooting issues related to Hardware, OS, Standard Office Suite, and Browsers.
• Hardware support to Desktops, Laptops, Thin Clients. First level support for Printers, Scanners and Multi-Function Devices.
• Installations, Movement, Transfer, surrender of Desktops/Laptops/Thin Client, Printers, Scanners, MFP’s and mobile devices like iPads and of end points to be done as per organization Hardening guidelines through MDT setup.
• Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
• Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
• Installation, solving problems of equipment in data center, MUX and Hub room.
• Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms.
• Change management process awareness and ensure it is followed for all infra changes.
• Support in activation & de-activation of Data & Voice ports to central teams and troubleshooting any port related issues.
• Physical assistance in moving and racking/stacking equipment’s.
• Log capturing and sharing with central teams.
• Physical support for decommissioning and troubleshooting of voice devices/voice gateways/circuit packs and phones.
• Maintaining CMDB of all devices installed on floor.
• Tracing and laying new cable in DC and MUX room, cable dressing & labelling and ensuring sustenance of same in DC/Hub rooms.