Purpose of the role:
English is mandatory advance communication.
Field Engineer Support on Site - to support the client environment and help customers find solutions to their technical issues as well as monitoring the servers, network, PCs and peripherals.Key responsibilities:
Provide onsite and desk side support services to end users.
Troubleshoot PC related problems at the direction of TCS.
Complete incidents and requests within SLA in pressurized environment.
Build, configuring and troubleshoot PC and laptop applications and hardware components.
Ensure tickets are updated on a daily basis.
Support meeting room environment and video conferencing.
Support printers, scanners and other peripherals.
Support mobile devices, such as iPads, iPhones and Blackberry’s.
End-User Data back-up and restoration when required in the course of a service incident.
Provide hands and eye support for server support under guidance of TCS tech support.
Smart hands support for data center equipment as per required SLA (in specified locations)
As directed by TCS Tech support will assist in troubleshooting the data center devices
Replace defective components cards in data center equipment’s as advised by TCS Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
Import /Export tapes to the tape libraries as advised by TCS tech support.
Behavioral skills required:
Individual must have good customer facing skills and be well presented.
Demonstrates independent and pro-active thinking
Builds effective relationships both within the team and across the business and Professional Services
Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
Must be able to work alone and unsupervised, taking the initiative when necessary.
Must be organized and priorities work appropriately.
Technical skills & Experience required:
Must have experience of using a Call Logging system.
Must have good working knowledge of Windows 7/XP and related Office applications.
Support experience of MACs would be beneficial
Knowledge of mobile devices, in particular Blackberry and iPhones
Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
Familiarity with Microsoft SCCM would be advantageous.
Basic Knowledge of Server hardware architecture as to understand the procedure shared by L2 teams during troubleshooting, H&E support
Basic knowledge of server/client operations in a domain environment including Active Directory.
Ability to replace defective parts, as identified by TCS.
Excellent hands on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable
Excellent communication are mandatory in English Local language; Regional language support would be a plus.