Onsite Support Engineer

About EIL Global
We are EIL Global, a company providing IT services in Asia Pacific and EMEA across various technologies such as desktops, Servers, networks and data center technologies. We are headquartered in Adelaide, Australia and have clients and offices across Asia Pacific & EMEA locations. Currently, we are looking for partners/engineers for onsite support services in and around to assist our clients.

Job Description:

OEM coordination and Break/Fix hardware repair
IMAC (install, move, add, change) activities for end-user devices and Video conferencing devices
Smart-Hands support where resolutions cannot be made remotely
Infrastructure hands and feet support in key locations
Back-up tape rotation and POC for off-site pick up
Driver testing for PC laptop/desktops
Workstation patching remediation
Resources will prioritize responding to and resolving SLA-based assignments over other duties
Work on tickets assigned through the PC ITSM Toolset. Technicians will manage the problem to resolution, according to the priority level assigned to the ticket and perform repairs, upgrades, and restores to the workstation as defined in SLAs.
Providing Installation support for new Desktops & Laptops which shall include OS Installation, Power On Test, verification of Hardware configuration, OS configuration, configuring the old Lotus Notes mail client, configuring Outlook, configuring the MS Office Applications (as per provided standards), configuring the printers.
Cable patching of LAN, WAN, Desktops, Laptops, Printers at the in-scope locations. Manage user permission to File share, backup management and patches management for servers hosted at Gurgaon, and Jhajjar.
Users account creation and basic management via Active Directory, MS TEAMS and Exchange
Providing support (including Installation support) for OS, MS Office, and MS Outlook Client, AVD Client Suite etc.
Providing configuration and fine-tuning support for OS – Windows 10 & above
Striving towards first call resolution & escalating unresolved problems as per the Escalation processes, through the Service Desk, keeping all relevant personnel in the communication loop.
Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
Emergency recovery maintenance for Desktops and Laptops
Configuring the printers and resolving printing problems of the users
Providing support for audio & video conferencing set up, connecting Desktops/Laptops to LCD projectors & other collaboration tools (in scope for locations with onsite support only)
Providing support for patch up gradation on Desktops and Laptops.
Diagnosing & troubleshooting virus problems that can be fixed using anti-virus tool on the Desktops and Laptops.
Providing first contact remote support for all calls initially.
Providing configuration setup & troubleshooting support for iOS & Android devices via approved MDM solution.
Providing initial diagnosis support for AVD, like checking connection type, client version, network latency, basic troubleshooting and escalation of unresolved issues to respective support team
Providing support for LCD projectors, setting up and tuning them with systems
Managing Endpoint systems backup via backup tool
Building knowledge database for Infra team to support more effectively.

Mode: Dispatch - Casual Basis

Duration: Long term project - Minimum 6 months to 1 Year and it may extend depending on the status of the project

Role: L1 DSS (Desk side Support with basic network knowledge) - Desktop Engineer

Experience: 3+ Yrs

Important Notes
EIL Global will conduct an internal technical screening.
Candidates who clear the interview must complete a background verification, including:
Educational verification
Employment verification
Address verification
Criminal background check

Interested candidates are requested to share their CVs to: bhagirathi.m@eilglobal.com.