Sr Engineer

3 weeks ago

Pune, Maharashtra, India timesjobs Full time

Job Title:
Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

Date: 29 Apr 2024

Location:
Pune, India

Company:
Tata Communications

Broad outline of the Role:
The role is responsible for managing customer queries and operations.

This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.


Purpose - Broad objective of the role:
Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second level

Patch management by preserving the list of patches, loading of patches from time to time, even when there is no problem reported as recommended by the ASP/OEM.

Monthly patching compliance
Logging calls with hardware vendors. Coordination with vendors to get the problems resolved as per SLOs TATA INTERNATIONAL has with its vendors. Escalation of problems to TATA INTERNATIONAL, if problem not resolved as per resolution time commitments
Routine checking of anti-virus log files for checking of any virus detected and cleaned on the desktop
Coordinate with Hardware support teams/vendors and resolve any hardware failures in the printers
Maintain asset records for the software and hardware.
Maintain the records of software and hardware changes on each asset as informed by TATA INTERNATIONAL
E-Mail Management Support

Installing and configure e-mail accounts
Rectifying and troubleshooting e-mail related problems
Addition / deletion of user ID's

Size and Scope of Role:
No

of direct reports:

Total team size:

Minimum qualification & experience:
Graduate with 0-4 years of experience
Functionalities such as M365 should be supported on contemporary devices, like Tablets/mobiles etc.
Perform basic support functions including installing software/Application
Identify and correct basic user software/Application problems.
M365 and OS related issues

SERVICE PROVIDER will provide weekly/monthly/ad-hoc/on demand progress reports on the status of the tickets/activities basis TATA INTERNATIONALs ITSM report with in 72 hours of the request.

Application/tools/software installation to be performed with due diligence of license entitlement.
Installation of the standard Desktop Application packages like MS Office, Mail Client along with the relevant updates that may accompany the application as part of the contract
Provide support for desktop Standard Products (Laptops, Desktops, Mobile devices, MacBook, Printers, and Scanners etc.)
Apply emergency software fixes in support of problem resolution

Other knowledge/skills:
Manage services for Azure AD connect, SMTP servers
Troubleshoot Mail delivery issue
Compliance issue & content discovery
Device management
Azure AD Connect Sync issues, duplicate object issues handling
Microsoft Team, OneDrive policy creation/modification
Taking backup of email and one drive for resigned employees
Configuration and management Microsoft Intune for Mobile device management

Key Responsibilities:
M365 Scope of Work Responsibilities

Mail Box Creation / Deletion.
Shared mailbox, Resource mailbox creation/ modification
DL, O365 Group creation / Deletion / Modifying.

Technical Competencies:
Review of all M365 Alerts, M365 Logs
Content search, Discovery search
Mailbox restore, content search and export

Knowledge / Skills:
Communication Skills

Job Segment:
Operations Manager, Sharepoint, Developer, Operations, Customer Service, Technology

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