Job Description :

• We are looking for a L1 support engineer with experience in handling Cases and Calls for Server hardware support. Should hold 1-3 Years hands on experience in Service & Support of physical Servers (HPE/Dell/Inspur/Lenovo/IBM).

  The candidate must possess very good spoken and written English communication skill with no Mother Tongue Influence(Mandatory). Must be ready to work from office between 5 pm to 8 am shifts (Mandatory).

  Technical Skills:

  • Working Experience on Desktop/Laptop Support (Hardware).
  • Knowledge of different operating system log files supported on servers such as Windows, Linux, VMware ESX from the hardware point of view to identify the root cause of the hardware issues.
  • Knowledge of basic Linux Commands.
  • Troubleshoot hardware and connectivity issues on environments running various Operating Systems such as Windows, Linux, VMware, ESX etc.
  • General knowledge of Networking concepts and should have exposure to basic Storage concepts like RAID, SAN, NAS, iSCSI protocol.
  • Provide Remote Server or Laptop/Desktop Hardware & Software support to Enterprise Customers, Field CE's, Escalation Engineers.

  Process Skills:

  • Experience in Call/Email Service support
  • Should have good analytical/logical approach on troubleshooting for resolving hardware issues related to the above-mentioned products.
  • Collaborate with the other PGUs/Teams to provide solution on complex situations involving multiple technologies.
  • Diagnose and solve the Incidents/Issues via phone and email.
  • Understanding criticality of issue and business impact by demonstrating mission critical mindset & work to identify the cause of the issue, provide immediate technical response in restoration of customer High availability environments thus keep customers/account team updated of all action plans and developments during the resolution process.
  • Applying systematic problem-solving techniques to deliver timely resolution, Quality call documentation and superior can-do attitude.
  • Develop and document clear action plans to resolve issues even where information may be limited.
  • Delivers timely solutions to customer issues and meets the defined SLAs for response and resolution time and other Performance metrics are met /exceeded.
  • Collaboration with other cross functional groups – i.e. L2, L3 , Labs , Call Management Group / Resource control to ensure timely resolution of issues
  • Participate / prepare Post Incident Reviews with ASM/Account Team as required.

  Certification:

  • Bachelor’s degree in computer/IT (BSc, BCA, BE, BTech, MCA)
  • Diploma in Computer/IT with good track record in similar experience

  Job Type: Full-time

  Shift:

  • Evening shift
  • Night shift

  Language:

  • English fluently (Required)