Onsite LEVEL 2 Engineer - Supe

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

Descripción de la vacante

Zemsania is looking for a support technician in Lima, Peru. The role involves troubleshooting technical issues, providing desk-side support for various systems, and managing hardware installations and repairs. Candidates should be experienced in resolving IT problems and ensuring user satisfaction throughout the ticket completion process. This position is key in maintaining efficient operations in dedicated sites while coordinating with remote specialists.

Formación

• Experience with troubleshooting and resolving technical issues.
• Ability to provide desk-side support for operating systems and applications.
• Knowledge of hardware installation and maintenance.

Responsabilidades

• Troubleshoot issues to resolve or escalate to resolver group specialists.
• Test for functionality and network connectivity.
• Obtain user acceptance of completion before closing requests.

Descripción del empleo

• Troubleshoot issues to resolve or escalation 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 co-ordination 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 co-ordination 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