Mandatory Skills Windows
Preferred Skills Windows OS Support & Troubleshooting, Windows Active Directory knowledge
Brief Job Description
Scope of work requested for the services is to provide system support (level 1/2) to manage Government agency servers. It includes the following:
1. Incident Management
a. Monitoring new incidents
b. Working on incidents assigned
c. Troubleshoot and resolve system issues
d. Timely follow-up and closure of incidents
e. Updating and resolving incidents status in ITSM system
2. Service Request Fulfilment
a. Monitoring of new service request (SR)
b. Work on SR assigned
c. Setup and configure new systems
d. Hardening of OS and applications
e. Timely follow-up and closure of SR
f. Updating SR status in ITSM System and closure of SR
g. Updating Asset Management team on asset issued / returned
3. Monthly Patching
a. Patching of systems
b. Testing upon completion of patching
4. 24 x 7 standby support
a. 24 x 7 standby support and to go onsite as and when required
5. Daily health check / Escort vendor
a. Daily health check and submission of daily health check report
b. Escort vendor when request are raised
6. Other tasks
a. Conduct any other tasks as required of a system engineer role
6 PERSONNEL REQUIREMENTS
6.1 The Contractor’s support personnel managing the servers must be trained and minimally be proficient in the following areas:
Windows Server
(a) The System Engineer shall minimally possess the following requirement:
(i) At least three (3) years of experience in Microsoft Server administration;
and
(ii) Microsoft Certified Solutions Associate (MCSA);
