Engineer IT Infra.

End user device management:

• Address hardware, operating system & software issues of computer systems.


• Office applications, basic business tools, authentication via active directory


• Network configuration management (LAN, Internet and Client VPN)


• Client-side security configurations (Firewall, Antivirus, DLP, VPN)


• Peripherals (printers, scanners) configurations support


• Scheduled proactive activities and patching support


• Client-side backup configurations support


• O/S support Windows (Especially Windows 10 & 11)


• O/S support Linux and MAC OS


• Basic Knowledge about Servers and server operating system.


• Different OEM/Vendor coordination for configuration, management, and maintenance


• Application infrastructure- client-side support (Email, Office)


• Maintain and update configuration documents


• Maintain assets inventory


• Maintain SLAs and do timely escalations.


• Report all incident/service/change requests in helpdesk tool.


• Provide after hour support in case of emergencies and occasional weekend maintenance.

Co-ordination with Remote Team and provide onsite support for:

• Network and security devices


• Firewall, IPsec & SSL VPN management


• Switching & wireless infrastructure.


• Server and virtualization support.

• Understanding Roles & Responsibilities assigned


• Understanding Customer contracts & deliverable s


• Technical knowledge


• Proficiency in following established process and tools

• Update ticket and worklog in Helpdesk Tool


• Update request status to customers.


• Update escalations to Service Delivery Manager (SDM).


• Task completeness and time taken to resolve the tickets

2

Handling Tickets

• Registering and updating of all tickets in helpdesk tool.


• Fulfilling of incidents and service requests.


• Completing tickets within SLA.


• Ensure quality in services provided.

• Update ticket and worklog in Helpdesk Tool


• Update request status to customers.


• Update escalations to Service Delivery Manager (SDM).

3

Routine tasks fulfilling

• Complete tasks as per schedules.


• Update and maintain schedules.

• Update ticket and worklog in Helpdesk Tool.


• Update documents.

4

Maintain IT inventory & configurations

• Update and maintain the inventory list.


• Update and maintain the configuration documents


• Maintain warranty and subscription details.


• Notify stake holders about renewals beforehand.

• Update in Helpdesk Tool / Assets Management Tools


• Report to customer.

5

Process adherence

• Follow customer and Soffit defined policies and procedures.


• Follow HR policies and process

• Follow proper attendance and leave reporting processes.

6

Customer satisfaction

• Professional Ethics


• Adhere to timelines and punctuality


• Workplace behaviour

• Customer feedback form Ticket based


• Customer feedback form Account based..


• Attendance.

Competencies Required:

Qualification:

• Graduate or above


• 1-3 years of total experience


• CompTIA A+, N+


• MCP, MCSA, MCSE, CCNA Certification (Optional)

Competence:

• Confidentiality


• Work Ethics

Skills:

• Excellent troubleshooting skills


• Proven experience as a

  computer technician

  or similar role


• Exceptional organizing and time-management skills


• Very good communication abilities



• Windows 10 & 11

  operating system
  management skills



• Linux OS

  management skill



• MAC OS

  management skill



• LAN Wired & Wireless

  network management.



• Reporting

Personality Traits:

• Committed & Professional


• Courteous


• Team Player


• Communication skill