Beschreibung
JD:The JD for position of FSO support engineer is as follows: Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets To provide infrastructure administration functions Providing on-site cover as part of a shift arrangement Being prepared to work out of hours when required and to provide out of hours on-call support cover as required Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities Taking ownership of issues through to resolution on all appropriate requests. Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information. Move equipment associated with escalated help desk incidents and service requests Performing asset inventory activities as needed. Trains and orients staff on use of hardware and software. Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity. Works with procurement staff to purchase hardware and software. This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.