Onsite LEVEL 2 Engineer - Ancash

Zemsania; Lima Metropolitana; Presencial; PEN 69.060 - 103.591; Jornada completa

Descripción de la vacante

Zemsania is seeking a support technician in Lima, Peru to troubleshoot IT issues, test functionality, and manage hardware support. The role involves obtaining user acceptance for ticket closures, coordinating with hardware vendors for solutions, and providing onsite support as needed. Ideal candidates will demonstrate strong problem-solving skills and the ability to manage multiple service requests effectively. Experience with desktop support and hardware management is essential.

Responsabilidades

• Troubleshoot issues to resolve or expedite to resolver group specialists.
• Test for functionality, network connectivity, and access to Customer’s infrastructure.
• Obtain User acceptance of completion to close the Request/Incident.
• Coordinate with hardware vendor for Hardware Break Fix.
• Provide problem diagnosis and resolution for operating systems and application software.
• Manage stock in dedicated sites.

Descripción del empleo

Funciones

• Troubleshoot issues to resolve or expedite to resolver group specialists.
• Test for functionality, network connectivity, and access to Customer’s infrastructure as applicable.
• Obtain User acceptance of completion to close the Request/Incident.
• If a User does not acknowledge the completion after Executive attempts to contact the User to obtain acceptance 3 times (over 3 business days within the user’s time zone unless otherwise requested), then Partner will deem the Request/Incident completed and close the Ticket.
• IMAC/D – Install, Move, Add & Change / decommission
• Hardware Break Fix – Troubleshooting and coordination with hardware vendor
• Desk Side Support – provides problem diagnosis and resolution for authorized operating systems and application software residing on Devices.
• Spares Management – Management of stock in dedicated sites
• Printer Support – Basic H&E support and coordination with managed print
• Service provider only in dedicated sites
• Provide Hand and Eyes Support as requested through a Service Request
• Contact the remote SME for service instruction and perform activities as directed by the remote SME for the respective towers (DC, Networks or Fixed Voice). These are simple activities like:
• Device observation (e.g.: checking status of an equipment: on/off, LED color)
• Physical device re-boot or shutdown
• Onsite troubleshooting according to support team
• Device reconfiguration according to support team
• Backup / restore