Role Summary: The role requires attending to field calls for Installation or AMC support of servers, networking equipment, and storage devices and taking incidents through to closure. Calls will be directed to Field Engineers by the central dispatch team. Once the call is received, Field Engineer is required to own the incident, diagnose the problem, arrange for spares if required, and resolve the incident. Dealing with customer contact points and ensuring their satisfaction is a key requirement of the role.
Responsibilities:
L1 field support
Receive a call from the central dispatch team with details of the device and initial diagnosis
Contact customer, schedule visit, and ascertain requirement of spares if any
Get server logs from the customer, if possible, and analyze them for proper diagnosis
Attend to the incident and resolve it to the satisfaction of the customer
Take customer sign-off after the resolution of the incident
Normal preventive maintenance activities are also required to be carried out on visits to the customer location In case of installation: o ensure all required equipment is in place at the customer location o Visit the site, complete installation and take customer sign-off
Required Skills:
Mandatory
o Knowledge of diagnostic systems/tools for HPE, Dell, Lenovo/IBM equipment
o Server hardware problem diagnosis, replacement of parts like HDD, Power Supply, RAM, Motherboard, etc.
o Server installation, testing, cleaning, and troubleshooting
o Knowledge of RAID configurations and tools used in IBM/HP/Dell servers
o System check-up, on-site setup, tune-up, assessment, and diagnostics
o Installation, repairing, or rebuilding of Windows server/Linux operating systems
Desirable
o Configuration of Firewalls, Routers, Switches, and WLAN controllers
o Installation, troubleshooting of storage devices.
Experience: 2 – 4 years