Onsite LEVEL 2 Engineer - Pisco

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

Descripción de la vacante

Zemsania is seeking a technical support professional in Lima, Peru to handle troubleshooting and user acceptance processes. The role includes responsibilities for testing functionality, network connectivity, and ensuring access to the Customer’s infrastructure. Additional duties encompass hardware break-fix coordination and desk-side support. Candidates should be able to perform device observations and reboots, as well as manage spares and printer support as required. The position seeks proactive individuals capable of effectively resolving technical issues.

Responsabilidades

• Troubleshoot issues and elevate to resolver group specialists.
• Test for functionality, network connectivity, and access.
• Obtain User acceptance of completion to close the Request/Incident.

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