Desktop Support Engineer 1

Job Description

End user desktop support L1 VIP User support & VC Support Hardware/software troubleshooting and resolution L1 level network troubleshooting and resolution for LAN Connectivity Hands & feet support to Backend team for Network/Server/application issue Asset inventory (PIV), Asset related activities End user project related activity (Like OS upgradation, coverage tool update, etc...) Network & Sharing printer installation. Office 365 support Coverage/compliance software installation and troubleshooting Vendor coordination, etc End user desktop support L2 Install, Maintain & Troubleshoots required client Software & hardware whether onsite or remotely. Handling Tickets & Managing Escalation Training to DL1 & new engineers Conduct remote troubleshooting. Guide user with Simple, Step-by-step instructions Direct unresolved issues to the next level of support personal Must have extensive VIP & Executives level support experience. If necessary, liaise with third-party support and PC equipment vendors. Monitoring Day to Day CCTV camera & check backup Maintaining IT Inventory records. Maintaining all software licenses and ensuring that the Arvind Smart spaces Ltd is following licensing norms. (OEM & Paper Licenses) Responding to customer questions regarding operation and malfunctions. Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users Network support L1 Able to troubleshoot and resolve L1 network issue for network devices. Implementation of LAN and WAN. Proactive monitoring on the networking device like Routers, Switches & Links. Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required. Escalation of unresolved incidents to L2 engineer Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Able to VLAN configuration and management Able to troubleshoot and resolve First level issue of Wireless network Switch backup and configuration Vendor coordination Good in communication With some knowledge Desktop support and resolve the desktop level network issues. Etc.. For Operation Manager Internal coordinate with Wipro Stack holder for execution of client requirements Like : Server (SNXT Team), Network (ACH & SNXT Team), Asset Team, Exchange Team, CSD team, DC team, Vendor Team, Dell Team Ensure operational reviews as per client requirement. Reporting and dashboard publishing as per client requirement and timelines Take care of day-to-day activity like SR Review (DC, EUS, CSD, Vendor, Exchange) INC Review (DC, EUS, CSD, Vendor, Exchange)) SLA Review Security Compliance SAM Compliance CMDB Correction Provide dedicated support to VIP user if needed. Monthly JSG deck to present the monthly data (Internal & External review) PMT MOM point discussion and co-ordination for closure Weekly, monthly reviews with operational, functional / SPOC to know the pluses of IT operation and sharing the health with client. Responsible for people management of partner resource at the sites. Ensure 100% availability of the resources as per agreed number on respective sites. Participating in internal & external audits Follow service delivery framework as per standards and guidelines in line with site requirements Coordinate with associated vendor partners & teems to ensure minimum service disruption or downtime during the major incidents. Conduct periodic review with associated partner direct association with services. Ticket compliance audit monthly Other miscellaneous activity (Escalations, Priorotu support, enabling support for activities like Bidding etc) Vendor/Partner (third Party) Escalation Management Review performance with Wipro team and participate in project board reviews. Identifying the improvement area and Drive enhancement in automation of tools dashboard and templates available in transition. Ensuring the completion of KAP and KT with Signoff from Customer For Asset Coordinator Asset management support Day to day update asset data in CMDB asset tool Add assets in Asset tool as per received request. Update/Change/modify assets as per raised request by user. Support in troubleshooting for the asset query and software issues of asset discovery Raise ticket in tool for the service now (asset management tool) catelog update/modify. Prepare ARC/RRC data and get approval from respected BUIT. Update asset stock details properly and issue to user as per request raised. Asset inventory (PIV), Asset related activities Co-ordinate and meeting with respective OEM/Vendor for Asset management tool Prepare and provide asset tag as per BU wise assets delivered at site. Coverage/compliance software installation and troubleshooting Vendor coordination, etc, For VDI Engineer Citrix XenDesktop (Mandatory) Windows and Citrix Implementation (Mandatory) Network Management Act as a single point of contact for the technical tower in front of the customer management. Have hands-on experience in Windows, VMWare, Virtulization Desktop Integration (VDI). Have experience in designing, installing, configuring ,managing, and troubleshooting complex Citrix Environment. Be able to design, implement, manage, maintain, deploy, troubleshoot and support internal and hosted customer Citrix Servers Environment; including the cloud environment Be able to implement new system hardware and software and develop local operating procedures and policies as needed. Design, Implement and Support Citrix XenDesktop (VDI) in VMWare ESX. Have hands-on experience in Citrix XenApp 7.6 and above, XenDesktop 7.6 and above, NetScaler 9.x above and StoreFront Have skills in core Citrix Virtual Desktop, PVS and Virtual Application Technologies. Have good Hands-On experience in troubleshooting Citrix Issues. Resolve complex tickets related published applications, desktops and other Citrix related matters Streamline issue resolution by coordinating with the customer's IT resources, Vendor, OEMs, Remote team, and the user community with complex, multiple AD Domains. Have advanced experience with PVS, Management of VDISKs, Coordinating UAT, and lifecycle management of Citrix images Have experience in AppSense Application Manager and/or Environment Manager Have experience in writing PowerShell Scripts to automate routine tasks. Have experience with virtualizing Windows 10 Have advanced experience with AD/GPOs and also, experience on 2016 OS. Ensure proper communication and quick resolution as a crisis manager. Responsible for Vendor Management and people management. Drives day to day operations and work plan allocation/management. Conduct periodic reviews with teams. Weekly and monthly status reports to higher management. Participate in business meetings with various stake holders. Take corrective actions based on the customer satisfaction surveys Ensure adherence to quality / security standards defined for the engagement Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents. Service Desk L1 Providing a Single Point of Contact (SPOC) for assistance with IT services under scope Log IT related tickets (incidents, service requests) from users- (received through phone, logged tickets in the tool) Acknowledge the tickets, allocate appropriate category. Classify the tickets as per Severity and Impact Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis. Allocate the ticket to the respective support groups and track the ticket for closure. Recording, tracking, and updating incident ticket information in the service desk tool. Ensure activity details are updated in the tool by the respective support groups. Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope. Route service requests to the appropriate teams Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder. Service Desk L1.5/L2 Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope. Installation of all basic application on end points. Assistance to users for accessing business applications. Providing them FAQ based on the call trends. Troubleshoot desktop operating system problems. Troubleshoot desktop application problems. Install/configure system Operating System and Applications Configure & update Antivirus software for each end points. Cleaning of Virus and supporting to centralize AV Support team as legs and fits support. Providing immediate notification to CUSTOMER of system outages on critical systems and providing progress updates in accordance with the Procedures Manual. Basic installation of Printers on end points. Resolve all hardware and paper jam issues with respect to printers. Coordinate with hardware support teams and resolve any hardware failures in the printers. Resolve any issues for the print service due to virus in the network. First level network configuration and troubleshooting with help of Network team. Provide telephonic, remote control and onsite support for issues in Wi-Fi client. Support to network team with first level troubleshooting in case of calls that need to be escalated to the OEM. Configure Wi-Fi clients on the identified laptops. End user desktop support L1 - VIP User support & VC Support Hardware/software troubleshooting and resolution. L1 level network troubleshooting and resolution for LAN Connectivity Hands & feet support to Backend team for Network/Server/application issue Asset inventory (PIV), Asset related activities End user project related activity (Like OS upgradation, coverage tool update, etc...) Network & Sharing printer installation. Office 365 support Coverage/compliance software installation and troubleshooting Vendor coordination, etc. Endpoints support covers monitoring and troubleshooting of desktops, laptop, Printer, e-Gate, EPOS etc. devices. Perform and Record all Installation of new machines, movement within site, changes in configuration of machines (IMAC) as per policy. Maintain a details of asset Inventory. Product, inventory master to be uploaded and confirmation to be shared. Weekly audit of POS usage and removal of concessionaire POS to be shared. Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required. Escalation of unresolved incidents to L2 engineer Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. End user desktop support L2 - VIP User support & VC Support Install, Maintain & Troubleshoots required client Software & hardware whether onsite or remotely. Handling Tickets & Managing Escalation Training to DL1 & new engineers Conduct remote troubleshooting. Guide user with Simple, Step-by-step instructions. Direct unresolved issues to the next level of support personal Must have extensive VIP & Executives level support experience. If necessary, liaise with third-party support and PC equipment vendors. Monitoring Day to Day CCTV camera & check backup Maintaining IT Inventory records. Maintaining all software licenses and ensuring that the Arvind Smart spaces Ltd is following licensing norms. (OEM & Paper Licenses) Responding to customer questions regarding operation and malfunctions. Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users. Network support L1 Able to troubleshoot and resolve L1 network issue for network devices. Implementation of LAN and WAN. Proactive monitoring on the networking device like Routers, Switches & Links. Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required. Escalation of unresolved incidents to L2 engineer Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Able to VLAN configuration and management Able to troubleshoot and resolve First level issue of Wireless network. Switch backup and configuration. Vendor coordination Good in communication With some knowledge Desktop support and resolve the desktop level network issues. Etc. Inventory updating with required artifacts as per policy and maintenance of port usage. Network support L2 All type network equipment (L2/L3) configuration. Required knowledge on Routing, Switching and wireless technology. Required knowledge on Wireless technology. Required knowledge on AP, RF and VC configuration. Aware on all network protocols. Proactive monitoring on the networking device like Routers, Switches & Links. Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required. Escalation of unresolved incidents to L3 engineer Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Able to VLAN configuration and management Able to troubleshoot and resolve issue of Wireless network. Switch backup and configuration. Vendor coordination Good in communication With some knowledge Desktop support and resolve the desktop level network issues. Etc. Support to prepare network diagram. Ready to visit Site location. Ensure Inventory updating with required artifacts as per policy and maintenance of port usage. Telecom L1 Manage all IP Phone, Digital, Analog, VC/TP, Polycom including end users creation and deletions. All end points and service level configurations/parameters will be managed. Subscribing Users credential, Managing User accounts, Managing greetings/Notification Creation of users (client access), Meeting ID Creation, Conference schedules in advance or real time, Monitoring the services, Auto dialing Live meeting recording (Playing the recordings), enabling video meetings. Incident and Services Request monitoring configuration and monitoring. Maintaining and updating of Infra Documents and Architecture diagram. Checking PRI status & setting time slots, Monitoring Voice call status, Backups Router/VG end to end configurations with respect to Voice service. Escalation of unresolved incidents to L2 engineer Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Inventory updating with required artifacts as per policy and maintenance of port usage. Telecom L2 Manage all IP Phone, Digital, Analog, VC/TP, Polycom end points/Application servers adding/deleting configurations, including end users creation and deletions All end points and service level configurations/parameters will be managed. All Voice related key features with respect to endpoints or in servers will be supported. Subscribing Users credential, Managing User accounts, Managing greetings/Notification Creation of users (client access), Meeting ID Creation, Conference schedules in advance or real time, Monitoring the services, Auto dialing Live meeting recording (Playing the recordings), enabling video meetings. Incident and Services Request monitoring Complete system infra capacity/utilization analysis, Trunk/PRI/SIP configuration and monitoring. To help in designing of the telecom solution required for Add-on and New sites based on the business unit need. Capacity/Risk Analysis and providing the mitigation plan, SIPs, SOPs/Knowledge base and proactive Problem management. Maintaining and updating of Infra Documents and Architecture diagram. Checking PRI status & setting time slots, Monitoring Voice call status, Backups Router/VG end to end configurations with respect to Voice service, Creds management, Health/Capacity Check (Checklist) Check IOS status and Version, E to E Voice configuration with respect to dial-peers and other related Voice services. Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Ensure Inventory updating with required artifacts as per policy and maintenance of port usage. Wintel Admin- CPU, Memory monitoring Disk management - creating partitions for the different types of servers. Disk space management for OS partition(s) System Log file management User account management Experienced in VM Ware Experienced in Active Directory Incident and Request Services monitoring Request Fulfillment Management Review of daily/weekly/monthly checklist Event log analysis at regular interval for maintaining the integrity of servers. Repeat Incident / Alert Analysis Managing / reconfiguring of DHCP scopes and reservations Managing / reconfiguring of DNS System State backup Managing / reconfiguring terminal services, cluster services, file servers Necessary support for restoration or DR drill Preparation of MIR for Major Incidents Reinstallations raise due to incidents. Vendor coordination Incident / Request Fulfillment / Change management Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal. Inventory updating with required artifacts as per policy and maintenance. Linux Admin- CPU, Memory monitoring Disk management - Creating partitions for the different types of servers. Disk space management for OS partition(s) System Log file management User account management Apply Naming Convention, Home Directory, Group Creation as per Policy Start up and shutdown of Cluster resources. User Disabling Access rights Incident and Request Services monitoring Request Fulfillment Management Server Reinstallation and configuration due to incident Support during Software Installation (Note: For 3rd Party Software, best effort support only) Linux messaging and security solutions. (Note: Limited to the OEM provided solutions) Volume Management File System Management Logical Partitioning and Administration Console Management Review of daily/weekly/monthly checklist Repeat Incident / Alert Analysis Managing / reconfiguring terminal services, cluster services, file servers Necessary support for restoration or DR drill Preparation of MIR for Major Incidents Reinstallations raise due to incidents. Vendor coordination Incident / Request Fulfillment / Change management Preparation of RCA for Major Incidents Repeat Incident / Alert Analysis Performance tuning suggest by OEM. Updation and maintenance of Availability, Capacity management Risk Analysis and providing the mitigation plan. Continual Service Improvement Planning and executions Planning and execution of DR Drills based on availability of DR setup and recovery procedures (Applicable if the DR is in scope) Preparing, maintaining and updation of SOP and KBase Maintaining and updation of Infra AS IS / Infra Documents Incident / Problem / Change management Database Admin- Provisioning of tools for database monitoring and management Monitoring of all databases for event, alerts, incident, performance, services batch jobs and service request. Monitoring and managing tablespace, log shipping, replication to DR site. Performance issue L1 check. User Access Management Provide timely escalation of complex problems to a technical support resource and/or to the appropriate level of senior staff. Database start-up and shutdown. Initiating backups at disk level on scheduled or ad hoc basis. Vendor coordination Application Patch Deployment (DDL, DML queries deployment based on scripts provided). Database patch management Incident monitoring. DR sync issue 2nd level resolution. Backup and restoration in supported assets, either scheduled or ad hoc. Performing export and import activities - scheduled or ad hoc. Handling issues related to performance. Database security patch application. Database housekeeping activity (purging, index rebuilding, reorganization, gathering statistics). Log calls with vendor for product bugs. Provide timely escalation of complex problems to a technical support resource and/or to the appropriate level of senior staff. Perform DR, backup restoration drill. ASM monitoring and space addition. Starting and stopping database, ASM, RAC services. Necessary support for restoration or drill Preparation of MIR for Major Incidents RAC Installations - grid and oracle home installation Hardening of the database along with documentation Review of daily/weekly/monthly checklist Repeat Incident/Alert Analysis Reinstallations raise due to incidents. Incident/Request Fulfilment/Change management Vendor Coordinator L Act as a single point of contact for IT vendors of client and provide vendor coordination for CUSTOMER operations. Lead Governance meetings with vendors. Maintain list of Insurances for Spare and repair cases. Maintain healthy relationship with CUSTOMERs IT vendors. Call Logging as per Vendor processes and coordinate till resolution / service restoration. Follow vendor escalation matrix and in case of any deviations escalate the same to CUSTOMERs SPOC. Maintain details of the various vendors with details like contact persons, telephone numbers, escalation matrix, SLA Information. Co-ordinate with vendor for dispatch of devices to respective service Depot for repair service e.g.: -Desktop / Laptop Hardware Asset Coordinator L1 - Asset management support Day to day update asset data in CMDB asset tool. Add assets in Asset tool as per received request. Update/Change/modify assets as per raised request by user. Support in troubleshooting for the asset query and software issues of asset discovery. Raise ticket in tool for the service now (asset management tool) catalog update/modify. Prepare ARC/RRC data and get approval from respected BUIT. Update asset stock details properly and issue to user as per request raised. Asset inventory (PIV), Asset related activities. Co-ordinate and meeting with respective OEM/Vendor for Asset management tool. Prepare and provide asset tag as per BU wise assets delivered at site. Coverage/compliance software installation and troubleshooting Vendor coordination, etc. Asset Coordinator L2 Asset management support. Day to day update asset data in CMDB asset tool. Add assets in Asset tool as per received request. Update/Change/modify assets as per raised request by user. Support in troubleshooting for the asset query and software issues of asset discovery. Raise ticket in tool for the service now (asset management tool) catalog update/modify. Prepare ARC/RRC data and get approval from respected BUIT. Update asset stock details properly and issue to user as per request raised. Asset inventory (PIV), Asset related activities. Co-ordinate and meeting with respective OEM/Vendor for Asset management tool. Prepare and provide asset tag as per BU wise assets delivered at site. Coverage/compliance software installation and troubleshooting. Vendor coordination, etc. Site Lead Responsible for shift roaster publish and ensuring availability of engineer in every shift. Ensure completion of all projects running for site & nearby location (O/S upgradation, S/W version upgradation etc.) Stock validation (monthly basis) on location as well as nearby location. Ensure correctness of CMDB data for site owning. Responsible to end-to-end completion of any activity/project running at site like network device upgradation, firmware upgradation, addition of new device). Enabling support required from local support team if required by any team. Training for new engineer joined and existing engineer. Manage team of technicians that operate, maintain and administer computer networks and related computing environment including computer hardware, software, and related documentation in accordance with IT best practices. Regular discussion with Customer Site IT lead and provide the support and per designed contract. Responsible for the performance of technical support projects or tasks in accordance with contract requirements, appropriate policies, procedures, and guidelines Direct and supervise all support resources for the performance of project assignments and activities. Track and support periodic hardware and software upgrades. Work closely with support partners to resolve Warranty/AMC related issue. Operation Manager - Coordinate with Wipro technical team of server, network, backup, storage, Patching, database, middleware, voice etc., Vendors, Client, support functions like tools, ITSM, automation, TSG, Major incident team. Participate in weekly, monthly, Adoch reviews with client as per business requirement. Submit all the reports to resident team for consolidation and submit to client. Plan end to end patching activities, coordinate with application/dependent team for services to stop & start. Enable required support for VA remediation. Participate in major incidents and follow up and update on RCA, execution of CA & PA participate in audit requirements and submit all the required artifacts. Enable End to end commissioning and decommission activities of all the devices. Monitor compliance tasks of all the DC devices. Reconciliation of data center assets for proactive monitoring. Presentation of monthly decks to client and work open MOM points. Conduct internal meetings with domain team for SLA & Pending tickets. Play key role in transition of new BU, location, devices. Identify area of improvements for improving DC devices performance and successfully execution. Review problem mgmt. ticket and work towards closure. Participate in risk management and mitigation activities. Support round the clock during outbreaks, migrations, upgrades etc. Asset and vendor mgmt. for DC devices. Capacity & availability mgmt. and reporting. Plan and patriciate in CMB and successful change execution and communication. Escalation mgmt. and effective communication. Play key role in execution of DC project activities. Platform /database/Middleware upgrade/migrations activities Plan and participate in DC-DR drills. Review backup activities and plan for restoration tasks. OT Support Engineer - Troubleshooting OT system OS (windows) issues. Support for standard software issues. Isolate system issues; diagnose standard software issues and report hardware issues to respective Vendors. Installation / re-installation / configuration of systems with the help of Plant IT/Automation Team. Support for local area network issues (LAN), DHCP client at system level. Install antivirus software and Signature as per guidelines received from Adani Cyber team. Install approved patches onto OT Systems post approval from Plant IT / Automation team. Troubleshooting hardware issues/ Replacing spare parts on best effort basis (based on availability/ arranged by plant teams)- e.g. power supply, monitor, hard-disk, motherboard, media converters, CD/ DVD drive issues. Manually Monitor local application backup on servers. Need to check if backup file created or not on local USB HDD. Escalate to OEM in case of any issues. OT hardware inventory record keeping & update. Half yearly Physical Asset Verification. Manually maintain User List having access to OT Systems under guidance of Plant IT / Automation team. Formatting and data removal for obsolete OT Servers/ machines which need to be disposed off (similar to IT procedure). For Process Control Systems (PCS), providing basis IT Support related to OS. Cluster Support - Desktop L1 / L2 Skill Cluster support is mainly configured for On Call Support across PAN India for non-resident engineer sites. Based on Call / request engineer need to be travel within cluster location for support. Location reach should be within 60 to 180 minutes of travel. Support model with Hybrid Hub & Spoke location. Min Distance perimeter between location (50 to 200 KM) Region specific Zone configuration for better reach Named resource for every cluster with operational backup. The following is the sample configuration of Cluster and further this will be done for all locations during contracting stage.