System enginerr L1 JD:
As a System engineer, you will be responsible for assisting end users on applications problems,
system administration issues, or network concerns.
Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via
telephone, chat, email, or walk-ins.
Configuring new systems, Imaging / Re-imaging of new systems
OS Installations & Imaging, Application Software Installation & Deployments
Troubleshoot basic network issues such as ADSL broadband issues.
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system (Remedy)
Take ownership of user problems and follow up the status of problems on behalf of the user and
communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service
management principles
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook,
PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if
required
Must have Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Identify and escalate tickets requiring urgent attention and action.
Log all contacts and document all the activities and results accurately and completely within
the incident management tool.
Deal with and resolve helpdesk requests.
Take ownership of user problems and resolve the problems on behalf of the user and
communicate progress in a timely manner.
To maintain and fine-tune a high degree of customerservice for allsupport queries and adhere
to all service management principles.
Open to working in a 24×7 environment with rotating shifts and rotating weeks of
Typical support activities
Incident Management
the Call logging procedure mentioned below
o Ticket logging via phone
o Service requests
o Web tickets
o Chat
o Email
o Walk-ins
Incidents based on guidelines and time spent towards resolution
already spent towards resolution
any dependencies in resolution
specified to ensure proper status tracking and reporting
Responsible to provide Level 1 Support and
Level 1.5 Support such as
applications including but not limited to:
o Outlook email
o Microsoft Office Suite
o WebEx
o Jabber
o Box
o Cisco AnyConnect VPN,
o Browsers – Chrome, Safari, Internet Explorer, Firefox
will provide adequate training and documentation to be provided prior
to the applications go-live date
o Handle OS errors
o Password resets
o Internet Explorer settings (i.e. proxy server, WINS, DNS)
o Microsoft Office suite installation and configuration
o Troubleshoot issues using remote desktop tools
o Targeted software installation using remote desktop tools
Supplies Management
o Device registration
o Access to corporate email
o Troubleshooting of issues w.r.t Corporate Applications
Hardware Support Hardware support in co-ordination with consultants on Windows, MAC and
Linux platform Laptops, mobile phones, tablets, accessories, etc
Allocation and De-allocation of assets such as Laptops, mobiles, tablets,
accessories, etc
Replacement of EOL hardware by coordinating with associate for backup and
minimal impact
Inventory Management Maintain Inventory records of all assets procured, in-stock, allocated, deallocated, under repair, in queue to be scrapped and scrapped in the portal
provided
Consultant co-ordination Consultant coordination with third party consultants as specified
Upgrades & Updates OS upgrades, Application upgrades and patch updates with minimal impact to
associate.
Security Incidents First point of contact and field support for any malware, virus incidents or
other security issues.