IT Support Engineer

4 months ago

Mumbai, India Unisys Full time

What success looks like in this role:

May function as team or site leader providing direction to other technicians • Performs server and storage break and fix. • Provides support for Enterprise products • Desk side support specialist • Provides support for enterprise storage products • Supports Networking products - including Cisco certification requirements • Provides support for Payment systems products and Unisys core-CMOS products • May have project management responsibilities for smaller projects • Possesses other, high skilled, specialized technical skills. • Provides support for software, hardware, and networking support for desktops, laptops, and servers • Provides maintenance and support on legacy products • Installs and maintains PCs and associated software, networks, servers, and peripherals • Performs installs, moves, adds, and changes as required • Tests and certifies PCs, networks, servers, and client approved applications • Provides follow-up on problems or escalation. • Maintains a high degree of professionalism in actions, demeanor, and dress. • Ensures customer satisfaction throughout the service delivery transaction • Ensures client-specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system •Perform IMAC and exposure to project management • Support Unisys Legacy products.

Services Unisys would provide include Hardware break-fix / IMACD / Deskside support / Smart hands / walk-up Kiosk. The support model would be 24x5 with shifts. FE should be able to address Complex Windows and Mac OS issues On-site troubleshooting for MS Office or other Commercial Off The Shelf (COTS) products Manual driver upgrades and fixes as applicable. Resolution of Client-approved-supported Software configuration issues Issue resolution for Client custom built applications is done by leveraging existing Knowledge Articles or if not available de-install, install, and configuration of the application as per provided standard operating procedures. Upon completion of the Deskside Support, performance of defined acceptance testing with the Authorized User. Additional Blue Vest Floor Walking by Field Engineers to enable walk-up support engagement for end users. Network and Telecommunications including Network Access and Wi-Fi Productivity and Collaboration including Teams, Webex, Zoom, Jabber, and O365. Complex Windows and Mac OS issues. Providing access to systems and shares. Hardware fault diagnosis and peripheral support. Device provisioning follow-ups (aka device provisioning “last mile”); Issues that require coordination across resolver groups.

#LI-SB

You will be successful in this role if you have:

• High school degree required

• 2-4 years of hands-on technical experience

• Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience.

•Bachelor’s degree or Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience

• Active directory/exchange server and operating systems knowledge • A+ certification a plus

• Specific manufacturer certification as required, i.e. EMC, Dell, Cisco, Microsoft, Apple, Unisys. COMPTIA certifications, and NETWORKPLUS and for legacy products, must have current product training

• Knowledge of client specific internal procedures and service delivery requirements.

• Advanced degree of knowledge of hardware and software including Unisys/Microsoft/Network operating systems and advanced troubleshooting capabilities on software and hardware problems including DTS, Legacy systems, storage systems and interconnectivity problems

• Ability to test and certify mainframes and/or servers with associated peripherals • using mechanical capability and an understanding of ESD procedures

• Client and/or governmental clearance may be required Microsoft Server Certified Professional Certification and/or CCNA Certification is an added advantage. •Police or criminal background verification may be required

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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