Onsite LEVEL 2 Engineer - Mollendo

Zemsania; Lima Metropolitana; Presencial; PEN 51.795 - 86.326; Jornada completa

Descripción de la vacante

Zemsania is looking for a technical support role based in Lima, Peru. The responsibilities include troubleshooting issues, testing for functionality and connectivity, obtaining User acceptance for incident closure, and providing onsite technical support for hardware and applications. The ideal candidate should be familiar with IMAC/D processes and have experience in managing support for devices and printers. This is a critical role that ensures effective service delivery to users.

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.
• Perform IMAC/D – Install, Move, Add & Change / decommission.
• Coordinate Hardware Break Fix with hardware vendor.
• Provide Desk Side Support for operating systems and application software.
• Manage stock in dedicated sites for Spares Management.
• Support printers and coordinate with managed print services.
• Provide Hand and Eyes Support as requested.
• Contact remote SME for service instructions and perform activities.
• Observe devices for status and perform physical resets if necessary.
• Conduct onsite troubleshooting and reconfiguration according to support team.
• Backup and restore devices as needed.

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