Title:  Sr Engineer-Cloud & Infra Engg

Area(s) of responsibility

Service Desk Support
Mumbai
2-5 Years
 
Receives and handles requests for service, following agreed procedures.
Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Acts under guidance to record and track reliability data for  services
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates database for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken.
Provides  remote technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Day to day troubleshooting on Windows OS & MAC support
Helping user with Upgrade, configure and troubleshooting on MS office 2010, 2013, 2016 and O365.
Troubleshoot & upgrading hardware. 
Upgrade and troubleshoot all Patching related issues. 
Manage L1/L1.5 LAN, Network & Wi-Fi / Access Point devices. 
Manage LAN Map and inventory. 
Preventing and implementing securities against malware and virus. 
Diagnostics & troubleshooting of domain environment
Incident management, change management and problem management 
Advising on software or hardware upgrades.
Installing and upgrading operating systems and computer software
Handling tickets which are required onsite support
Responding to client support requests.
Contacting clients to find out the nature of the problem.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Advising on software or hardware upgrades.
Providing basic training in computer operation and management.
Incident management, change management and problem management 
Working knowledge and support of SAP, Microsoft, software & hardware and Networking . 
Knowledge of Networks, Working knowledge Ubuntu Operation System 
Knowledge of AD, DNS, DHCP, Cloud backup.
Nice to have Strong experience with Linux- Linux support, Linux troubleshooting.