L1 Server Support Engineer

Kalyani Informix; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Kalyani Informix in Mumbai seeks a Desktop Engineer to provide desk-side support and resolve user issues within SLA. Responsibilities include attending service desk calls, installing/removing software, testing equipment, and escalating unresolved problems as needed.

You will update the service desk with call status, maintain data integrity and security, and follow standards of business conduct while coordinating with onshore/offshore teams during outages.

Qualifications

• Attend User calls received from Service Desk within the defined SLA.
• Resolve the user problem within the defined time frame.
• Update Service Desk regularly with status of calls attended & resolve the tickets assigned to the specific engineer with their respective Service Desk user ID.
• Verify the pending calls ,take corrective action & update the activity.
• Testing and acceptance / rejection of equipment.
• Installation / Removal of software to / from computers.
• Escalate unresolved problems as per matrix to concerned party in the event of problem not being resolved as per the defined time frame.
• Attend con-call with onshore or offshore in absence of TL or Shift-in-charge in case of an outage.
• Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
• Adheres to company asset usage policies. E.g. Internet usage and customer security.
• Informs Management of security breaches
• Adheres to "Standards of Business conduct

Responsibilities

• Attend User calls received from Service Desk within the defined SLA.
• Resolve the user problem within the defined time frame.
• Update Service Desk regularly with status of calls attended & resolve the tickets assigned to the specific engineer with their respective Service Desk user ID.
• Verify the pending calls ,take corrective action & update the activity.
• Testing and acceptance / rejection of equipment.
• Installation / Removal of software to / from computers.
• Escalate unresolved problem as per matrix to concerned party in the event of problem not being resolved as per the defined time frame.
• Attend con-call with onshore or offshore in absence of TL or Shift-in-charge in case of an outage.
• Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
• Adheres to company asset usage policies. E.g. Internet usage and customer security.
• Informs Management of security breaches
• Adheres to "Standards of Business conduct

Job description

L1 -Desktop Engineer (Mumbai)

• Attend User calls received from Service Desk within the defined SLA
• Resolve the user problem within the defined time frame
• Update Service Desk regularly with status of calls attended & resolve the tickets assigned to the specific engineer with their respective Service Desk user ID.
• Verify the pending calls ,take corrective action & update the activity
• Testing and acceptance / rejection of equipment
• Installation / Removal of software to / from computers
• Escalate unresolved problem as per matrix to concerned party in the event of problem not being resolved as per the defined time frame.
• Attend con-call with onshore or offshore in absence of TL or Shift-in-charge in case of an outage.
• Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
• Adheres to company asset usage policies. E.g. Internet usage and customer security.
• Informs Management of security breaches
• Adheres to "Standards of Business conduct