Allied Digital Services Limited jobs - Customer Support Engineer

Allied Digital Services Ltd Job code CSE01 Profile of the position Customer Support Engineer Sr Customer Support Engineer Level 1 engineer is for monitoring service provision Competent to provide well services and support above level in basic activities Duties and Responsibilities Deliver services as per procedure process document The Desktop Engineers also coordinate with the hardware support team for all Replacements and Repairs The Desktop engineers update the Service Desk team either through phone or mail or online updation for the status of the service tickets that they are handling The Desktop engineers front end escalations from end users and notify the concerned supervisor to follow the escalation matrix and see that customer is satisfied The Desktop engineers take every opportunity to train the end users and empower them to handle the tickets themselves which would help to empower end users and reduce repair time The Desktop engineers constantly update the knowledge base on known issues within customer Environment so that they can use it for subsequent tickets The Desktop engineers do proactive checks and preventive maintenance activities on the desktops and printers to avoid repeat known issues The Desktop engineers do a random audit on the antivirus status on the desktops and take customary corrective action The Desktop engineers assist CUSTOMER in movement of the assets from one location to another Installation and trouble shooting skills on all Microsoft Applications and Softwares They install new desktops software hardware and peripherals and also assist in disposal of the same Knowledge Skills Competencies Experience in dismantling assembling desktops Good Customer handling skills Trouble shooting skill on Windows 2000 XP Vista 2003 Knowledge on Hardware Assembling and troubleshooting Knowledge of RAS Remote connectivity Tools Installation and trouble shooting skills on all Microsoft Applications and Softwares Knowledge of Networking LAN Knowledge of configuring troubleshooting email Clients First Level Exposure to the basic technologies Desired Qualification Desired Experience Should have 2 yrs of experience for desktop and 3 yrs for server network in providing Level Support to all departments Schedule time estimates for projects task deliverables progress time estimates for completion