L1 Server Support Engineer

L1 -Desktop Engineer (Mumbai)

• Attend User calls received from Service Desk within the defined SLA
• Resolve the user problem within the defined time frame
• Update Service Desk regularly with status of calls attended & resolve the tickets assigned to the specific engineer with their respective Service Desk user ID.
• Verify the pending calls ,take corrective action & update the activity
• Testing and acceptance / rejection of equipment
• Installation / Removal of software to / from computers
• Escalate unresolved problem as per matrix to concerned party in the event of problem not being resolved as per the defined time frame.
• Attend con-call with onshore or offshore in absence of TL or Shift-in-charge in case of an outage.
• Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
• Adheres to company asset usage policies. E.g. Internet usage and customer security.
• Informs Management of security breaches
• Adheres to "Standards of Business conduct