Job Purpose:
To ensure EKFC IT infrastructure works seamlessly without any issues and perform preventative action on a regular basis and initiate critical corrective actions during IT service downtime. The job holder will be responsible for all the communications related to service disruptions/resumption to the business.
Key Result Areas:
1.Lead, monitor and report the 24x7 IT service desk to adhere to performance SLAs on a weekly basis to ensure customer satisfaction and business continuity.
2.Ensure application uptime and smooth operation working with the end users and other system administrators for business.
3.Monitor the ticket progress using JIRA tool and resolve first level escalations on customer support tickets at near desk/onsite relating to applications, operating systems, devices and connectivity including LAN networking, enable/disable ports and test network connectivity.
4.Implement and monitor best practices and methods in Infrastructure support using service management tool.
5.Maintain and update documentation of installation and configuration procedure in the knowledge repository to increase productivity and use as guide while implementation.
6.Ensure installation of OS and OS patches in Desktops, Lenovo, Apple laptops, Microsoft surface with SCCM in collaboration with analyst to achieve timely delivery as per the SLA.
7.Manage team performance and engage the team in upskilling the next generation technologies.
Foster an inspiring, motivating and engaging environment where team members are self-motivated, passionate to learn new skills and further enhance their skills and capabilities. Provide performance feedback to team members to achieve the individual and departmental goals and objectives.
Job Context:
Field support engineer will ensure the business continuity in terms of maintaining EKFC infrastructure system. He/she will be actively involved in doing preventing and corrective actions various infrastructure components and ensuring all applications are running without any failures.
Knowledge, Skills & Minimum Experience:
Education Qualification:
Minimum Bachelor degree in computer science / equivalent experience.
Work Experience:
Minimum 5 years* experience in a similar role
On-site support, network maintenance, troubleshooting and debugging of Infrastructure devices and applications.
Good knowledge of JIRA, MS-Office tools
Strong analytical and reporting skills.
Skills:
Red Hat Certified Engineer
Experience in Installation and configuration of software and drivers.
Set up required hardware and well-functioning LAN/WAN.
Set up VM, Server (Windows and Linux) and maintain.
Work with Cyber- security team to implement CS solutions.
Troubleshoot bugs and system failures to restore proper functionality.
Ensure the Windows and Linux server/systems/ Desktops/Laptops are up to date by performing regular upgrades.
Regularly assess the performance of operating systems, software and hardware and address any problem if observed.
Maintain reports and records of the performance and function of systems.
Provide support for users and guide them to use computer systems correctly.
Knowledge of PLC/Scada is preferable.
Good Knowledge in Windows *' System admin activities
Configure, deploy, maintain, and troubleshoot computer, laptops, printers, network, iPhones & iPads, peripherals, and docking stations.
Provide support to clients; over the phone, remotely, email, and screenshots and in-person.
Highly experienced working on ticketing system Remedy, Service Now, Jira, Cherwell: ITSM ticketing system to record and maintain issues in a timely manner and within the Service Level Agreement (SLA). Provide it hardware, software, and networking level 3 support to end users