Onsite LEVEL 2 Engineer - Atico

Zemsania; Lima Metropolitana; Presencial; PEN 86.326 - 120.856; Jornada completa

Descripción de la vacante

Zemsania is seeking a dedicated support technician to troubleshoot issues, test functionality, and provide desk side support in Lima, Peru. Responsibilities include coordinating hardware break fixes, managing inventory, and ensuring user acceptance of completed requests. The ideal candidate will perform onsite troubleshooting and follow instructions from remote specialists. This position calls for strong problem-solving skills and experience in tech support, offering a dynamic work environment.

Responsabilidades

• Troubleshoot issues to resolve or escalate to resolver group specialists.
• Test for functionality, network connectivity, and access to Customer’s infrastructure.
• Manage hardware break fix and coordinate with hardware vendors.
• Provide desk side support and basic printer support.
• Perform device observation and simple reboots or shutdowns as needed.

Descripción del empleo

• Troubleshoot issues to resolve or elevate 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 Excis 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 - 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