- Troubleshoot issues to resolve or elevate to resolver group specialists.
- Test for functionality, network connectivity, and access to Customer’s infrastructure as applicable.
- Obtain User acceptance of completion to close the Request/Incident.
- If a User does not acknowledge the completion after Excis attempts to contact the User to obtain acceptance 3 times (over 3 business days within the user’s time zone unless otherwise requested), then Partner will deem the Request/Incident completed and close the Ticket.
- IMAC/D – Install, Move, Add & Change / decommission
- Hardware Break Fix – Troubleshooting and coordination with hardware vendor
- Desk Side Support - Desk Side Support provides problem diagnosis and resolution for authorized operating systems and application software residing on Devices.
- Spares Management – Management of stock in dedicated sites




- Printer Support – Basic H&E; support and coordination with managed print
- Service provider only in dedicated sites
- Provide Hand and Eyes Support as requested through a Service Request;
- Contact the remote SME for service instruction; and
- Perform activities as directed by the remote SME for the respective towers (DC, Networks or Fixed Voice). These are simple activities like:
- Device observation (e.g.: checking status of an equipment: on/off,
- LED color)
- Physical device re-boot or shutdown
- Onsite troubleshooting according to support team
- Device reconfiguration according to support team
- Backup / restore

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📌 Onsite LEVEL 2 Engineer - Atico (Lima)
🏢 Zemsania
📍 Lima