Engineer - L3

Key Responsibilities
1.System Setup & Maintenance-Install, upgrade, support, and troubleshoot Windows OS (Windows 7, 10) and Microsoft Office (2007-2022, O365) applications.-Configure and maintain desktops, laptops, and peripherals in both workgroup and domain environments.-Perform preventive maintenance on hardware and peripherals (printers, scanners, etc.).2.Hardware & Software Management-Implement, manage, monitor, and troubleshoot hardware devices and drivers.-Replace faulty components such as motherboards, SMPS, RAM, HDDs, and CD-ROMs.-Install and troubleshoot client applications and antivirus software to address malware and virus-related issues.3.User Support & Troubleshooting-Provide L1 and remote support through tools like VNC, AnyDesk, Ammyy Admin, and TeamViewer.-Install and configure email clients like Outlook and resolve mail-related issues.-Address general networking problems and escalate where necessary.4.Customization & Standards Compliance-Customize desktop hardware to meet user requirements and site standards. 5.Team Handling-management of team, maintaining attendance records, and monitoring & reporting general conduct and adherence to client site protocols by team members Key Result Areas (KRA)1.Technical Support Efficiency: Timely resolution of technical issues with minimal downtime.2.System Uptime: Ensure smooth functioning of systems, peripherals, and network connectivity.3.User Satisfaction: Deliver prompt and effective solutions to user issues, maintaining high satisfaction levels.4.Knowledge Sharing: Document and share troubleshooting procedures and best practices with the team.