Hardware Networking - System Engineer Jobs in Bangalore,Koppal,Mangalore - Empasys Infosolutions Pvt Ltd
Job Description
If the below JD matches your profile or interested to learn email us at (career at empasysinfo dot com)
JD FOR DESKTOP/FMS ENGINEER
JD FOR DESKTOP/FMS ENGINEER
- FMS Engineer Roles and responsibility as per Clients requirement
- L1 Desktop, L1Network Support, UPS, Internet Links, AV patch, SBM Machine & Printers related issues need to troubleshoot in first level, if issue is not resolved need to contact respective vendor & follow up(Monitoring Link Status, if any issue coordinating with local engineer & SD Team).
- Any issues from deployed sites should be escalated from FMS to the next level. And avoid direct escalations from End-Users to SD Team, TLs, and Application Team & RPM.
- End User ----àFMS----àSD Team---àTLs (Follow proper escalation matrix)è Project Manager.
- Facilitate in SBM extract download/upload for End User
- Vendor tickets follow ups for Emerson, HP, Reliance, EPSON, Lipi & Analogies. Have a daily call with vendor customer care center & local engineer for resolution update.
- Facilitate any patches released for SBM, any offline applications.
- Help the SDO in understanding the templates shared by ITIA – Client RPM
- Ensure that before raising a ticket all the required info is provided, if not FMS engineer will be responsible for that. Again, FMS engineer has to update the proper details.
- Communicating to TEAM and End User about the timings of the application availability / non-availability.
- Need to maintain the SLA 100%
- FMS should facilitate users to use their emails, so that they read outage notifications & training document.
- Few Adhoc requests to be carried out as instructed by RPMs & team on a need basis.
- FMS engineers to facilitate SDO users to use the system & Applications.
- Imp: FMS should only guide the end users but should NOT use SDO staff credentials to login
- If they are forced to use, then the FMS engineer will immediately escalate to the respective RPMs & FMS Coordinator. This will in turn be communicated to the CLIENTS by Infosys RPMs who shall escalate the same to ESCOM Nodal Officers and request their intervention to stop such practices by the SDOs.
- FMS should monitor on the open/closed tickets. Tickets which require customer response should be followed by FMS engineers to get their responses within 24hrs.
- Monitoring Link Status, if any issue coordinating with local engineer & SD Team.
- Vendor tickets follow ups for Emerson, HP, Reliance, EPSON, Lipi & Analogics. Have a daily call with vendor customer care center & local engineer for resolution update.
- Once you log a complaint with vendor, same has to update to SD team & get the IM number for that. If ticket is not raised in SM tool for vendor calls, FMS will be responsible for that.
- FMS should guide to end users whenever help is required & FMS should know about BIP & MIS report details, FMS has to communicate to Officials & end user whichever information/update comes from Infosys Team. Ex: Training Documents, Reports Update & any Changes in reports.
- Need to follow up with Users daily for Pending customer, Super user tickets, Track lead tickets & resolved tickets update.
- FMS should share Application status reports, like CCB, MIS, WAMS & any other status report requested from SD & TLs.
Job Particulars
Role it hardware engineer
Who can apply Freshers
Hiring Process Face to Face Interview, Telephonic Interview
Employment TypeFull Time
Job Id587242
Job Category IT/Software , Diploma , BSc/BCA/BBM
SkillsHardware & Networking
Locality Address
State Karnataka
Country India
About Company
Empasys is a specialist provider of Infrastructure Management Services (RIM & Onsite) to clients. Using a time tested service delivery methodology and a robust Service Automation Platform, We bridge the IT talent demand-supply gap by enabling the right processes, people & technology to ensure higher availability of the IT infrastructure and reduce the cost of IT operations.
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