Deskside Support Technician L1

**Resources should have worked on below**:

- Workstation Management Services;
- Mobile Device Management: MDM services and related services for iPhone, iPad, Android, Windows Phones and tablets, Initial setup of app/software deployment
- performing non-automated (manual) software install; and
- installing peripheral or add component to standard hardware system;
- IMACD (installs, moves, additions, changes and disposals);moving all systems and peripherals within or between customer Locations within the same region
- Break-Fix services on all End User Device Hardware;
- disposing of standard systems and peripherals in accordance with customer Security Policies (CSA), and as requested by customer, including as necessary to delete any and all data on all Equipment; and Coordinating with third party for re-selling or return of assets and systems. Changing existing configurations, including as a result of new employees, Data Transfers, or move to new PC hardware;
- Helping Hands Support for Data Centre Network and Telephony devices
- Helping Hands Support for Data Centre Devices.
- VIP User Support
- Collaboration services, including but not limited to Telephony (Analog and Digital) and conference room support
- Workstation Image, Software Packaging e.g. Citrix and VDI, Software Deployment, antivirus software installation and configuration
- Asset management
- Acknowledgment of service incident as per defined SLA
- Handling Service Requests created by customer users via service desk support operation
- Handling P1 & P2 incidents as per the defined SLA
- Coordinating with customer support for P1 & P2 incidents
- Incident updates in accordance with the incident management process.
- The SUB Engineer will NOT perform any task or enter a secured premise without proper authority
- SUB Engineer will attend the customer Location within the defined SLA of the priority of the incident.
- SUB will provide customer updated asset information for purposes of updating the configuration management database.
- SUB to make sure that SUB Engineers are equipped enough to perform the job they are expected to do as necessary to perform the services of the SOW.
- Data Integrity: All device used for data back-up and restore should be cleaned / wiped-off. Same should be confirmed and updated in ticket
- Disposal -SUB to take care of data wipe based on procedure provided by customer.
- SUB will be responsible for installing customer Gold Image as needed.
- HELPING HANDS SUPPORT FOR DATA CENTRE NETWORKS
- Keeping track of serial number, model and vendor information of all physical devices
- Keeping track of physical device locations.
- Server, Network, Storage and Backup device restart (planned or unplanned)
- Power Unit / UPS availability for Server, Rack, Switch, Router, Firewall (other networking devices), Storage and Backup devices.
- Any change in Cabling within the datacenter. Cable in out and Change
- Internal Cabinet wiring. On-demand cabling within the Datacenter.
- Power reset of all physical devices by unplugging the power cord and plugging in back.
- Server, HBA Card re
- seat
- HBA and SFP addition, removal and replacement.
- HDD or SSD addition, removal, re-seating and SPS replacement.
- Any parts replacement of Server, Network, Storage and Backup devices.
- Escort services for OEM (Cisco/HP/VCE) and authorized datacenter visitors.
- Password reset/accessibility Check for remote tools (ILO, KVM solutions etc...)
- Power supply checks, advance risk analysis.
- Server Network Cable and HBA cable check.
- Console, terminal access of all physical devices over WebEx for troubleshooting issues.
- On-demand hardware customization during priority incidents.
- Analyze and declare if it is a hardware failure while working on incidents.
- Joining conference call with technical teams and vendor while troubleshooting a priority incident.
- Server Movement from One rack to another
- Server Movement from One chassis to another
- Analyze and provide necessary information to vendor for new Server, Chassis and Rack installation.
- Providing escort services to Vendors for new Installations.
- Make use of Datacenter staging area.
- Proper placement of disposals and follow Datacenter standard guidelines.
- Coordination with technical teams from customer or vendor during planned migration/upgrade of Configuration Items.
- Managing internal and external Datacenter access.
- Providing support and guidance to the visitors during Datacenter tour.
- Able to take the Console of Network devices, Wireless Access Points (so he knows the necessary settings on his Laptop/System)
- Able to perform First level Troubleshooting (Like
- Ping, tracert, types of Cables, types Of Fibers, Fiber Patch cords & Connectors
- Able to trace the LAN cables from the bunch of Cables
- Crimping, Cable testing, Fiber cable replacement.
- Knowledge about the Fiber patch cords.
- Able to know about Rack Sizing Information, device installation in Network rack (In case Hardware r