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Allied Digital

RMS Engineer L1

Chennai, Tamil Nadu, India

10 days ago
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Job Description

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Apply NowRequest No: RA-2325-3389DESIGNATION: RMS Engineer L1DESCRIPTION:

  • Initial Point of Contact:
  • Serve as the first line of support for users/customers via phone, email, or ticketing systems.
  • Log all incidents and service requests accurately in the ITSM/ticketing tool.
  • Issue Diagnosis & Resolution:
  • Provide basic troubleshooting for hardware, software, OS, network connectivity, and application issues.
  • Guide users through basic procedures (e.g., password resets, printer issues, software installs).
  • Ticket Management:
  • Categorize and prioritize incidents based on urgency and impact.
  • Ensure timely follow-up, escalation, or closure of tickets within SLA.
  • Knowledge Base Utilization:
  • Use available documentation and knowledge articles to resolve issues quickly.
  • Contribute to knowledge base by documenting new solutions/resolutions.
  • Remote Support:
  • Use remote tools (e.g., AnyDesk, TeamViewer, RDP, etc.) to assist users in resolving issues on their devices.
  • Escalation & Coordination:
  • Escalation to L2/L3:
  • Escalate unresolved issues to the appropriate technical teams after initial triage.
  • Provide complete logs and context to assist in faster resolution.
  • Coordination with Onsite/Field Teams:
  • Work closely with field support or onsite teams when a physical presence is required.
  • Customer Service:
  • User Communication:
  • Keep users informed about the status and resolution of their tickets.
  • Maintain a professional and courteous tone in all interactions.
  • Reporting & Compliance:
  • Daily/Weekly Reporting:
  • Share daily ticket status reports with team leads or managers.
  • Flag repetitive issues for trend analysis and improvement.
  • Compliance:
  • Follow ITIL best practices and organizational security policies.
  • Maintain confidentiality and protect user data at all times.

KRA:

  • Incident Handling & First-Level Resolution 2. Ticket Management 3. Customer Service & Communication 4. Knowledge Base Usage & Contribution 5. Escalation Management 6. Collaboration with Teams 7. Compliance & Documentation 8. Continuous ImprovementDEPARTMENT: GLOBAL CSDExperience: 0-1QUALIFICATION: BBA in Computer Applications,BSC in Computer Science, Chemistry & Physics,B TECH Computer Science and Business SystemSKILL: Remote SupportEMPLOYMENT TYPE: ProbationLOCATION: Chennai

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