Job Description

Education : BE / B.Tech / M.Tech / MCA / MS / M.Sc - in Computers / IT / Electronics / Systems. Certification: MCSA / RHCA / Any equivalent certificate. Working days - 6. Shifts - Rotational. Work Location : Pune Experience : 1 to 3 years. Key Responsibilities : The help desk service will serve for all ICT related incidents and service requests. The service will provide a Single Point of Contact (SPOC) and also resolution of all the incidents with root cause analysis that may arise during the Operations phase. The team should have adequate knowledge to resolve basic problems on their own. If a person or team is not able to resolve the problem within stipulated time frame then needs to escalate accordingly to the concerned user/administrator. This helpdesk system should align with ITIL based incident and problem management applications. The Help Desk shall undertake the following activities: Log issues / complaints related to ICT infrastructure at the Data Centre under the scope of work and issue an ID number against the issue / complaint in the CA service-desk. Assign severity level to each issue / complaint so as to maintain categorization and differentiate the criticality of the incident via the priority levels, severity levels and impact levels. Track each issue / complaint to resolution. Provide feedback to the callers. Analyze the issue / complaint statistics. Escalate the problems to the 3rd party Vendors / concerned Service in-charge if necessary as per defined escalation matrix. Skills/Expertise: Knowledge of operating systems i.e. Windows (all server versions), Red Hat Linux and Red Hat Advance Server etc. Knowledge of clustering technology (Linux Windows), basic knowledge of backup operations. Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc. Work experience on CA Service-desk. Should have good communication skills. Handling L1 / L2 level escalations on windows and linux servers. L2 desktop engineer. L1 Server troubleshooting. Experience on ticketing tool. Group policy, hardware, networking, firewall, trunk and access port.