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Job Title: IT Engineer (L1) Location: Mumbai/ Hyderabad (work from office). Candidates looking for remote working or not comfortable with the job location need not apply. Summary: Troubleshoot desktop hardware and software issues /Configurations of system To handle any issues related to Local Area Networks (LAN), Wide Area Networks, and Network segments. Maintains operating systems, business applications, web servers, email, laptop, and desktop PCs. The ideal candidate will have a strong background in data center hardware design, implementation, and maintenance. As a Data Center Hardware Engineer, you will be responsible for ensuring the reliability, performance, and efficiency of our data center infrastructure. Responsibilities: 1. Maintain internal infrastructure requirements including, laptop and desktop computers, routers, switches, printers, phones; support internet, intranet, LANs, WANs, and network segments. 2. Provides data Center infrastructure support including racking, cabling, hardware troubleshooting and general oversight of all data center operations. 3. Interact with the help desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed. 4. Has the role to oversee and ensure availability of the entire set of the services (end-to-end) being delivered to the consumers as per IFTAS enlisted services, accountable to the IFTAS senior management on each of services noted on Service Catalogue. 5. Troubleshoot desktop hardware and software issues /Configurations of system 6. To handle any issues related to Local Area Networks (LAN), Wide Area Networks, and Network segments. Maintains operating systems, business applications, web servers, email, laptop, and desktop PCs 7. Identify the use cases specifically for multi-partner involvements in Service Requests or Incidents / Break-fix request. Ensure all such service requests are templatized. 8. In case of situations where a new service is identified, ensure all relevant partners are decided, drive for a creation of a common work template and appropriately sequenced between partners 9. Validate the sequenced individual tasks tied-up as templates - enable a continuous workflow with a smooth hand-over between teams (for multi actioning Tech teams), with a single ticket for end-to-end work activities required on the request. 10. Clearly define and establish individual operational time for each task with a buy-in is done by the partners involved. These individual time add up as overall SLA for the request. 11. Define validations during task handover between two operating teams, establish elapsed time thresholds for alerts to the partner involved with respect to SLAs. 12. Ensure the Service or Incident Tickets are logged on ITSM, Monitor ticket flows, Tracks status of tickets with appropriate ownership information (including approvals), SLAs tabulation (per each Tech team and end-to-end activity time for ticket), Publish operational reports. 13. Ensures the Tickets are Re-Opened in case of escalation, per defined status or end-user criteria identifying the gaps if any between customer request and action provided, Manage escalation with expectation setting time involvement stakeholder management, Lead template updation and validation, and ultimately ensuring ticket closures. 14. Ensure ITSM and the associated tools are enhanced and modified to facilitate and enable smooth workflows and activities. 15. Achieve end user delight on the consumed services within IFTAS, mandating minimal manual involvement, reduce opportunity of NVA, building consensus. Education: Graduate in any discipline Experience: 2+ Years of minimum experience required. IT Helpdesk, information technology and Datacenter operation experience preferred Certification: Any IT certification preferable Knowledge: 1. Responding to queries on the phone, via email, in person, or through remote access. 2. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Running reports and analysing common complaints and problems. Technical Skills: 1. Exceptional analytical, conceptual thinking, Troubleshooting and problem-solving skills. 2. Should have strong written, verbal and presentation skills. 3. Ability to perform under pressure, influence stakeholders and work closely with them to determine acceptable solutions.
