Onsite Technical Support Engineer

We’re searching for a capable Onsite support engineer with a strong technical background to join our team and drive seamless deliverables. If you have a passion on and the expertise to shape high-impact projects, we’d love to connect with you!

Must-Have:

1. Expertise in configuration and handling issues pertaining to Handheld Terminals, Thermal Label Printers, Barcode Scanners, etc., used in Distribution Centers.

2. Expertise in handling PBX and VOIP issues.

3. Expertise in PBX and VOIP configuration.

4. Expertise in working on custom imaged workstations used in factories.

5. Good knowledge on Networking devices with respect to monitoring, troubleshooting, configuration and physical setup.

6. Good knowledge on Server equipment with respect to monitoring, troubleshooting, configuration and physical setup.

7. Expertise in creating/updating knowledge documents to maintain proper record of process and technical documents.

8. Expertise in handling End User technical issues diligently.

9. Effectively coordinate with OEM, 3rd Party Vendors and other Support towers based on the issue/situation.

10. Good exposure on Incident Management Process.

11. Good expertise on End User Devices (Installing, Configuring, Diagnosing and Troubleshooting).

12. Good expertise on Print environment with respect to creation of print queues on server, configuration, troubleshooting and physical setup.

13. Good knowledge on managing assets on CMDB and ensure timely update of asset status.

14. Good Knowledge on SCCM, Intune and ServiceNow.

15. Expertise in managing Mobile Phones and Tablets using Intune. Good exposure on troubleshooting Mobile Phone issues.

16. Experience in handling user escalation and directing the same to the right channel.

17. Ability to analyze issues and take pragmatic steps for faster resolution.

18. Good understanding of SLA and completing the tasks within the SLA timeline.

19. Establish good understanding of the Customer environment and perform the job as per the formed process and procedures.

20. Good expertise in diagnosing and replacing faulty parts on Workstations as per the Customer norms.

21. Good Knowledge on Asset Lifecyle process.

22. Good expertise in audio and video conference equipment with respect to configuration, troubleshooting and physical setup.

23. Experience in working in hostile environments such as Production areas in Factories, Customer Mines, Datacenter and Distribution Centers.

Responsibility of / Expectations from the Role:

1. Ability to interact with the customer and gather functional and technical requirements.

2. Fulfil Service Requests and resolve Incidents related to End User Devices.

3. Ability to meet the deadlines and deliver with quality.

4. Proactively take measures to avoid issues.

5. An attitude to solve issues, go for workarounds and alternative solutions.

6. Willingness to always keep learning new technologies and tools.

7. Ability to suggest new ideas and improvements adding value addition to the customer.

8. Configure PBX and VOIP equipment as per SOP.

9. Diagnose and resolve issues related to PBX and VOIP.

10. Configure audio & video conference equipment and fix issues pertaining to the same.

11. Perform configuration of Networking devices

12. Resolve issues with Networking devices and involve OEM/Vendor as and when needed

13. Configure and handle issues related to Handheld Terminals, Thermal Label Printers, Barcode Scanners, etc., used in Distribution Centers.

14. Fix issues on custom imaged workstations used in factories.

15. Perform Onsite Support activities in adherence to the site rules and regulations.

16. Handle End User IT issues diligently.

17. Manage the lifecycle of Assets

18. Configure Server equipment and fix issues pertaining to the same.

19. Follow the correct escalation matrix in case of escalation

20. Escort OEM/Vendors into the site as per the site security guidelines