SENIOR ENGINEER

Job Description FSO LeadMajor Responsibilities Hardware and VIP support Vendor Governance- This role involves maintaining effective governance of vendors, ensuring they meet contractual obligations and deliver quality services. Regular Reporting & Tracking of FSO Tickets- The role requires regular reporting and tracking of Field Service Operations (FSO) tickets related to user onboarding, break-fix activities, and offboarding processes. Customer Handling- The IT Field Support Services professional will engage in effective customer handling, addressing their concerns and ensuring a positive experience. Customer Meetings, Reviews & Updates, Process Adherence- This involves conducting regular customer meetings, providing updates, reviewing processes, and ensuring adherence to established procedures. Issue Tracking- Tracking and managing issues to resolution is a critical part of the role, ensuring minimal disruption to services. Improving End User Feedback- The role includes initiatives aimed at improving end-user feedback and enhancing overall service quality. Controlling Missing Device Issues- The professional will implement measures to control and reduce instances of missing devices, ensuring accountability and security. Escalation Management- Effective management of escalations is crucial, ensuring timely resolution of critical issues and maintaining customer satisfaction.Required Educational Qualification / Experience:- Bachelor s degree within a technical related field (i.e., Computer Science, Information Management Mathematics, Economics, or Statistics). Master s degree would be preferred.- Minimum 5 years of IT experience around Desktop support, Field services operations, Asset management, Dedicated Site support, - Strong experience in the Hardware break fix, Desktop Support, Vendor Coordination, - Strong experience in vendor contract, invoice management, billing file evaluation. - ITIL Foundation certified (Trained or hands on)- Good to have:- Microsoft 365, Hardware, Network- Communication skillsKey Technical Skills- Vendor Management- Customer handling- Service health, reports, customer reviews- End user coordination - Service now and reports (1.) To ensure that calls/ chats are addressed within agreed SLAs (2.) To resolve escalations in a timely manner adhering to the process and quality compliance (3.) To maintain attendance, leave reports , breaks & shift rosters (4.) To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities (5.) To perform adhoc analyses, SIP activities and infrastructure management (6.) To ensure postive customer satisfaction and feedback