Job Description Position : Service Desk Engineer Location : Kerala, India Reports : Head of Infrastructure Role Overview: Service Desk Engineer is responsible for remotely supporting to resolve level 1 technical issues. The Engineer as the point of contact for the customers to support with IT requests, will have to manage the service ticket prioritization, liaising with field engineers and generate reports for operations. Key Responsibilities: Providing Level 1 remote technical assistance, receiving incidents, service requests, and customer queries via telephone and e-mails. Attempt to resolve requests by prioritizing and taking ownership to follow-up and ensure resolutions for every opened case. Support continuity among working teams by generating daily service desk reports highlighting continuing needs, irregularities, and repeated incidents. Liaise between customers and senior engineers to resolve critical incidents. Conduct customer surveys and provide feedback to improve processes and procedures within the team, allowing strong service-focused deliverables. Generate daily and weekly service desk reports. Promote Convivo services and participate actively in marketing campaigns. Required Skills Strong ability to communicate technical information, both verbal and written, to a wide range of end- users and field engineers. Standard installation, configuration and troubleshooting of Windows 10, Office 365 and other standard software. Configuration and troubleshooting of end-user devices - Computer hardware, mobile phones, printers/scanners, card readers and conferencing devices. Excellent organization and time management skills to manage multiple incidents or customers at a time. Knowledge on infrastructure servers – Active Directory, DHCP, FileServer, PrintServer, DNS etc. Basics Networking skills. ITIL or Azure/AWS knowledge is a plus. A typical Day at work: Attending Customer calls and generating service tickets. Troubleshooting and resolving technical problem remotely. Fulfilling standard service requests. Liaising with onsite engineers to provide onsite support when needed. Performing routine tasks such as verifying backups, health checks, preparing reports etc. Sharing feedbacks for improvement of service desk operations. Key Relationships Customers and Technical team. Senior Engineers & Field Engineers. Head of Infrastructure. Professional Requirements Ability to handle customers remotely. Ability to explain liaise with remote engineers for customer support. Good speaking and writing skills. Character Competency: Good Service oriented. Ability to work with users diplomatically and skillfully. Self-motivated. Customer focused. Multitask workload. Reliable. Strong technical skills. Ability to work under pressure. Adaptable. Physical Effort and Work Environment Duties performed are from the office in India. Minimum Requirement Bachelor’s Degree in Information Technology. More than 2 years’ experience in IT field. Good communication skill. Cisco and Microsoft certification is a plus. Job Type: Full-time Pay: ₹25,000.00 - ₹35,000.00 per month Benefits: Paid time off Shift: Day shift Experience: IT Service Desk: 3 years (Required)
Position: ELV Presales Engineer Location: India - Bengaluru Reports: Head of Presales – Abu Dhabi Job description We are seeking an experienced ELV Presales Engineer to join our team. The ideal candidate will have a strong background in ELV and Integrated Security Solutions and will work closely with the Sales and Operations teams to deliver accurate complaint solutions. The role involves ensuing that all designs and proposals meet client requirement, industry standards and regional regulations. Candidate must have a minimum of 3 years of experience working in any of GCC countries. Key Responsibilities: · Presales and Design Support: o Prepare detailed designs, line diagram, schematics and technical documentation for ELV systems including but not limited to: CCTV & Surveillance Systems Access Control & Time Attendance Systems Structured Cabling & Networking Public Address & Audio-Visual Systems Gate Barriers, Bollards, Turnstiles and Parking Management Systems Building Management Systems (BMS) o Conduct technical design calculations, cable length and technical drawings using AutoCAD and other design tools. o Assist in reviewing tender documents and performing quantity take-offs. Estimation & BOQ Preparation Develop comprehensive Bill of Quantities (BOQs) and cost estimation for ELV Projects. Liaise with suppliers and vendors for technical compliance, quotations and lead times. Prepare technical and commercial estimation in alignment with Project budget and client/sales team expectations. Procurement Coordination Work closely with Projects and Operations Team to source materials and other services as required, ensuring alignment with project scheduling, delivery timelines, agreed terms and conditions. Evaluate vendor offers, ensuring technical specification meet project requirements and allocated and budget. Assist in preparing material submittals for consultant/ client for approvals in line with project schedules and specifications. Coordination & Communication Collaborate with Abu Dhabi based teams via email, instant messenger, video calls and other company management tools. Ensure timely delivery of design documents, proposals, estimates and procurement support tasks. Maintain records, drawings and documentation in accordance with company standards. Skills & Qualifications: Education: Bachelor’s degree in electrical engineering, Electronics, or a related field. Experience: Minimum of 3 years working in ELV systems presales/design/estimation. Technical Knowledge: Strong Proficiency in AutoCAD, MS Office and ELV design software/tools. Good understanding of relevant standards, ADMCC requirements and international codes. Familiarity with procurement process and vendor evaluation. Time and resource Management: Excellent skills in prioritize workloads, forecasting team resource needs, and onboarding/managing resources effectively. Communication: Strong communication and interpersonal skills, with the ability to work effectively with clients, contractors, vendors and team members. Job Type: Full-time Pay: ₹20,000.00 - ₹25,000.00 per month Education: Diploma (Preferred) Experience: total work: 2 years (Required) AutoCAD [Electrical or ELV]: 3 years (Required) Location: Bengaluru Vishwavidyalaya, Bengaluru, Karnataka (Preferred)