Support Engineer

仕事内容

• Workstation Management Services;
• Mobile Device Management: MDM services and related services for iPhone, iPad, Android, Windows Phones and tablets, Initial setup of app/software deployment
• performing non-automated (manual) software install; and
• installing peripheral or add component to standard hardware system;
• IMACD (installs, moves, additions, changes and disposals);moving all systems and peripherals within or between customer Locations within the same region
• Break-Fix services on all End User Device Hardware;
• disposing of standard systems and peripherals in accordance with customer Security Policies (CSA), and as requested by customer, including as necessary to delete any and all data on all Equipment; and Coordinating with third party for re-selling or return of assets and systems. Changing existing configurations, including as a result of new employees, Data Transfers, or move to new PC hardware;
• Helping Hands Support for Data Centre Network and Telephony devices Helping Hands Support for Data Centre Devices.
• VIP User Support
• Collaboration services, including but not limited to Telephony (Analog and Digital) and conference room support
• Workstation Image, Software Packaging e.g. Citrix and VDI, Software Deployment , antivirus software installation and configuration
• Asset management
• Acknowledgment of service incident as per defined SLA
• Handling Service Requests created by customer users via service desk support operation Handling P1 & P2 incidents as per the defined SLA
• Coordinating with customer support for P1 & P2 incidents
• Incident updates in accordance with the incident management process.
• The SUB Engineer will NOT perform any task or enter a secured premise without proper authority SUB Engineer will attend the customer Location within the defined SLA of the priority of the incident.
• SUB will provide customer updated asset information for purposes of updating the configuration management database.
• SUB to make sure that SUB Engineers are equipped enough to perform the job they are expected to do as necessary to perform the services of the SOW.
• Data Integrity: All device used for data back-up and restore should be cleaned / wiped-off. Same should be confirmed and updated in ticket
• Disposal –SUB to take care of data wipe based on procedure provided by customer. SUB will be responsible for installing customer Gold Image as needed.
• HELPING HANDS SUPPORT FOR DATA CENTRE NETWORKS
• Keeping track of serial number, model and vendor information of all physical devices Keeping track of physical device locations.
• Server, Network, Storage and Backup device restart (planned or unplanned)
• Power Unit / UPS availability for Server, Rack, Switch, Router, Firewall (other networking devices), Storage and Backup devices.
• Any change in Cabling within the datacenter. Cable in out and Change Internal Cabinet wiring. On-demand cabling within the Datacenter.
• Power reset of all physical devices by unplugging the power cord and plugging in back. Server, HBA Card re- seat
• HBA and SFP addition, removal and replacement.
• HDD or SSD addition, removal, re-seating and SPS replacement.
• Any parts replacement of Server, Network, Storage and Backup devices. Escort services for OEM (Cisco/HP/VCE) and authorized datacenter visitors. Password reset/accessibility Check for remote tools (ILO, KVM solutions etc...) Power supply checks, advance risk analysis.
• Server Network Cable and HBA cable check.
• Console, terminal access of all physical devices over WebEx for troubleshooting issues. On-demand hardware customization during priority incidents.
• Analyze and declare if it is a hardware failure while working on incidents.
• Joining conference call with technical teams and vendor while troubleshooting a priority incident. Server Movement from One rack to another
• Server Movement from One chassis to another
• Analyze and provide necessary information to vendor for new Server, Chassis and Rack installation.
• Providing escort services to Vendors for new Installations. Make use of Datacenter staging area.
• Proper placement of disposals and follow Datacenter standard guidelines.
• Coordination with technical teams from customer or vendor during planned migration/upgrade of Configuration Items.
• Managing internal and external Datacenter access.
• Providing support and guidance to the visitors during Datacenter tour.
• Able to take the Console of Network devices, Wireless Access Points (so he knows the necessary settings on his Laptop/System)
• Able to perform First level Troubleshooting (Like- Ping, tracert, types of Cables, types Of Fibers, Fiber Patch cords & Connectors
• Able to trace the LAN cables from the bunch of Cables Crimping, Cable testing, Fiber cable replacement.
• Knowledge about the Fiber patch cords.
• Able to know about Rack Sizing Information, device installation in Network rack (In case Hardware replacement)
• Able to configure the IP address to Network Devices Knowledge about the basic Cisco Commands.
• Knowledge about the raw & UPS Power, UPS Power health check-up (A very High Level) Provide the update to customer of each activity at client Locations.
• Physically changes in rack, cabling & Networking devices.
• Co-ordinate with Service Providers for any WAN and Internet issues. IMACD Activities – Install,Move, Add, Change and Dispose on Network devices likeRouters, Switches, and Firewall & Access Points at the Remote Sites
• To support Break/Fix emergency changes which occurred due to service disruption.
• Should know the local language to communicate with customer or service provider. Also, should be good in communicating in English with client level 2 tech over the phone