JOB PROFILE FORM

               
Job Title : Support Engineer Written By : HOD of the department
       
Specialty : IT- Infrastructure Approved by : Praveen Kumar Rathi
Support
     
Department : IT Acknowledged by :
HR
   
Job Family : CANCRI & its clients Employee Name :  
       
Facility : Hyderabad Emp Code :  
 
Updated as at : 23/2/2022
               

1: Job Purpose Statement

Provide IT support all users and Departments across CANCRI & Clients, its Services, maintain accurate
records and uphold the professional standards through continuous education and development. He/ She
will maintain high standards of professionalism as outlined in the code of CANCRI & Clients and its
Services as per professional conduct.

2: Principal Accountabilities

Key Results Areas Key Performance Indicators

 Technical Support •Quality of communication with the customers
•Timely and accurate compilation of all the issues
and problems faced by the users
•Timely and effective redressal of all the
bugs/issues faced by the users.

•Timely and effective interaction with the vendors

Vendor Support
ensuring quality of services from them
•Interacting with external vendors for technical
support and warrantees.

Client Satisfaction (Internal/External) •Accurate complication of all the issues and timely
redressal of the same
•Adherence to response time standards
•Quality of solutions/services offered.
Quality process -Compliance and Improvement
Interpersonal Skills
3: Reporting Relationship
System
DGM-ITAdministrator
4: Job Requirements
Professional / Educational Qualifications
Graduate with 3-4 Years’ experience.
•Adherence to Schedule
•QMS compliance (maintenance of quality records
etc) and improvements suggested
•Quality of documentation as per QMS standards.
•Listening skills, comprehended and open
communication
•Response to feedback
•Achievement of results through cooperation with
other people
Skills & Knowledge
•Installing and configuring computer hardware,
software, systems, networks, printers and scanners
•Monitoring and maintaining computer systems and
networks
•Responding in a timely manner to service issues
and requests
 Good understanding of, Software and Hardware
systems, Networking including Switches, Routers,
Servers, Firewalls, LAN,WAN, TCP/IP, DNS,
Latency, VoIP, QoS,
•Providing technical support across the company
(this may be in person or over the phone)
5: Competencies/Skill Sets
S.No Competency Definition
Should be able to provide compassionate care to
1 Compassionate Care
patients
2 Enthusiasm, Energy and Excitement “Can Do” Attitude
3 Confidence Ability to deal any kind of situation
4 Continuous Learning Should be able to upgrade the skills & knowledge
5 Team Work Should display good people skills

6 Communication Good written & verbal communication skills

6: Special Job Related Requirements( Job Specifications)

• A technical, logical thought process
• Problem-solving skills
• An ability to stick to strict deadlines
• An ability to prioritize and delegate
• An eye for detail
 Open to work for 24x7 shifts
 Implementation & maintenance of Windows servers / client network.
 Implementation of Symantec Antivirus server/client support on site.
 Virus control by timely updating the Antivirus signatures from the internet and replicating it
throughout the WAN network
 Performing regular backup & restoration of data servers with Nova utility on DAT drives.
 Troubleshooting on Windows and Linux based platforms.
 Troubleshooting of various data based customized applications
 Hardware support includes installation and configuration of servers, Desktops, Laptops and
Printer related issues.
 Vendor Co-ordination Set up of new equipment, both loaned and purchased, tear down of old
equipment
 Installing and Troubleshooting Windows Operating Systems.
 Upgrading Operating Systems with the hardware compatibility.
 Download patches and installing them for the hardware upgrade.
 Responsible for Support and Maintenance, Desktop/Server OS.
 Responsible for Hardware support and change management.
 Responsible for LAN (Local Area Network) Support.
 Upgrading the hardware and installing the necessary software and drivers.
  Testing of various software and hardware and solve the compatibility issue with the OS.
 Managing and supporting multiple client applications
 Providing technical support to all the team members and the end users.
 Assist in office relocations as required.
 Installing and configuring Workstations and equip them with all programs used by the users.
 Managing the voice infrastructure with a team of internal resources.
 Implementing new projects and upgrading of existing systems in the Teleservices environment.
 Ensuring that the network uptime and closure of incidents are with in SLA on a 24 X 7 environment

Employee Sign:

Date: