Senior Executive - Projects

Microland; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Microland in Bengaluru, India is seeking an IT support engineer to troubleshoot hardware and software issues across desktops, laptops, PDAs, printers, and network devices. The role includes reporting to vendors and following up on updates, with strong emphasis on incident management and service requests.

Qualifications include an engineering degree (BE/BTech/MCA) and skills in behavioral attributes, aptitude, communication, and leadership.

Qualifications

• Engineering degree required (BE/BTech or MCA).
• Experience in hardware/software troubleshooting on desktops/laptops.
• Familiar with asset tracking and CMDB processes.

Responsibilities

• Troubleshoots and repairs hardware and software problems with desktop/laptop computers, PDAs, printers, scanners and other network equipment; reports issues to vendors/ISP and follows up on updates.
• Analyze problems with the service and gather information from customers via chat or e-mail to enable effective troubleshooting.
• Escalate issues per Escalation Matrix; install/uninstall software and upgrade equipment and monitor the queue size.
• Resolving Technical issues at level 1 (Incident and Service request).
• Monitoring CPU, memory and hard disk utilization; generate reports on these metrics.
• Providing new desktop installation and software installation reports; inform team of changes for effective follow-up.
• Updating antivirus on servers/desktops and monitoring patches; generating reports.
• Track assets issued to users and maintain CMDB; update KB.

Skills

Behavioral

Aptitude

Communication

Leadership Skills

Education

Engineer - BE/BTech/MCA

Job description

":"

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

• Tertiary -> Behavioral | Aptitude | Communication | 4 - Advanced
• Tertiary -> Behavioral | Aptitude | Leadership Skills | 4 - Advanced

Certification :

Technology | Certifications in Project Management | PMI Project Management Professional (PMP)

Details:

Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ISP/carrier and follow up on updates.

Troubleshooting:

• Analyze problems with the service and resolve the issues, gather information from customers either by chat or e-mail to enable effective troubleshooting.
• Escalate issues as per Escalation Matrix, Install/Uninstall various software and upgrade equipment when necessary and monitor and maintaining/reduce the queue size.
• Resolving Technical issues at level 1(Incident and Service request)

Hardware and Software Management:

• Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports.
• Providing New Desktop Installation and Software Installation Reports, make team members aware of any changes or scheduled activities so that effective follow up is possible.
• Updating the latest anti-virus on servers and monitoring the anti-virus patches on Servers and Desktops and generating Reports.
• Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever needed.
• Handling Backup Activities on daily, weekly and Monthly. Generating the Reports on all Backup activities.

Process Compliance:

• Gather information from vendor and customer and update the tickets regularly as per the defined process.
• Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report),
• Following the various Escalation Matrix (Vendor, Internal and Customer defined), ensure tickets are closed post user/customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalation on deviations as defined in the process, Comply with defined processes and update tickets with SLA.