Convolve IT Capabilities
At Convolve IT, all our techs are diligently vetted and trained before being dispatched to sites. Our techs have a range of skillset and experience covering all areas of the IT field. Depending on your requirement, we evaluate and select the most suitable tech level for your work
Wireless Access Point/CCTV/People counting cameras
- Install/Replace Access Points, CCTV/IP cameras and People counting sensors
- Knowledge and experience of wired and wireless networking technologies coupled with networking concepts
Audio/Video
- Installation of Video Conferencing equipment in meeting/conference rooms for corporate clients such as Logitech Rally/Bar camera/Meetup/Group, Cisco telepresence, Cisco Webex room series, Cisco room kit, Polycom video conference equipment, etc.
- Installation of Digital kiosks/similar set ups
Wireless Network Engineer
- Knowledge and experience of wireless networking technologies
- Design and optimize Wi-Fi networks based on specific requirements, including user density, application types, and environmental factors.
- Create visual representations of Wi-Fi signal strength, coverage, and performance through heat maps
Level 0
- Entry level
- Helping hands for Health & Safety (HSE)
- Cleaning equipment & work spaces
- Pick up and drop off
- Packaging and handling
Level 1
- Entry-level position with one year of experience and N+ certification or equivalent
- Rack & stack of network devices including but not limited to routers, switches, firewalls, SD-wan, etc.
- Patching & Labeling of copper and fiber cables for the network devices mentioned above. Good experience working with patch panels and PDUs
- Tracing & testing of ethernet & fiber cables
- Smart hands support to remote team for troubleshooting
- Console access of mentioned network devices to remote team and follow instructions
- Crimp and prepare ethernet cables on site
- Manage cables using cable ties/Velcro ties/cable managers professionally
- Decommission network equipment
- Collaborate with fellow IT team members to ensure team effectiveness and functionality.
- Address all requests for IT support during activity, document IT support functions, and report on all activity-related IT support tasks.
- Act as the primary point of contact for stakeholders experiencing technical issues during activity.
- Entry-level position with one year of experience and MTA/MCP certification or equivalent
- Replacement of hardware parts in servers & storage devices including but not limited to PSU, Fans, RAMs, HDDs/SSDs, Cache batteries, contollers, etc.
- Racking and stacking of servers and storage devices such as HP ProLiant series, Dell PowerEdge, Dell EMC, Tape libraries, etc.
- Patching & Labeling of above devices
- Provide L1 smart hands to remote team for troubleshooting
- Decommission existing servers/storage devices
- Install desktops, laptops, work stations, etc for corporate clients
- Install complete Point of sale systems including printers, bar code scanners, cash registers, monitors, etc.
- Professionally organize cables for above devices using Velcro ties
- Point of sale system setup
- Perform UAT on above devices
- Install new OS and re-image existing devices followed by performing basic configurations
- Hardware part replacements on desktops, laptops, printers, work stations, etc. including RAMS, System boards, FANs, PSU, Keyboards, Screens, Batteries, Processors, rollers, drum, toner, etc.
- Install IP phones
- Perform health check of IT assets and preventive maintenance
- Maintain and update inventory of IT assets
- Main point of contact for hands-on support with projectors, laptops, adapters, and similar equipment.
- Entry-level position with one year of experience and MCDST certification or equivalent
- Entry level position with at least 1 year experience working with voice equipment
- Install voice and telecom devices such as Gateways, Communication servers, switches, PBX, etc.
- Hardware part replacements/installation in above devices such as PRI cards, Network interface cards, Analog cards, HDDs, controllers, etc.
- Act as hands and eyes (smart hands) to remote team for troubleshooting
- Install analog and VOIP phones
- Trace and test cables associated with above mentioned devices
Level 2
- L1 capabilities and below
- Diagnose and resolve network issues that are escalated from Level 1 support, including hardware, software, and connectivity problems.
- Good knowledge of networking concepts
- Complete point of sale setup and troubleshooting
- Extensive working experience on network devices in a data center environment
- Perform basic configurations on routers, switches, SD-wan, etc. or apply configuration files
- L1 + L2 advance troubleshooting and provide assistance to L3 remote engineer
- Apply service packs, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches, and firewalls
- 2 or more years of field experience
- CCNA or equivalent
- L1 capabilities and below
- Diagnose and resolve server issues that are escalated from Level 1 support, including hardware, software, etc.
- Good knowledge of servers and storage equipment
- Configure management ports in above mentioned devices such as ILO, IDRAC, IBMM etc.
- Extensive working experience on servers/storage devices in a data center environment
- Replacement of hardware components such as system boards, processors, controllers, etc.
- L1 + L2 advance troubleshooting along with L3 remote engineer
- Install OS and perform basic configurations on servers/storage devices such as RAID, Ms. Windows server, Active Directory, Group Policies, etc.
- Knowledge and experience of MS SharePoint, Azure, Hyper-V & VMWare and basic knowledge of SQL
- 2 or more years of field experience
- MCSA or equivalent certification/training
- L1 capabilities and below
- Diagnose and resolve end user related issues that are escalated from Level 1 support, including hardware, software, etc.
- Ability to follow advanced set up and troubleshooting steps through guide
- Provide IT support/Helpdesk support to end users and resolve their issues in a timely manner
- Complete point of sale setup and troubleshooting
- Knowledge and experience of Windows, Azure, Microsoft 365, Mac OS, CRM, etc.
- Diagnose and troubleshoot user related issues such as email, windows, phone, applications, printers, etc.
- Deploying and updating software applications, ensuring compatibility and security by applying and updating patches, etc.
- Better understanding of networking concepts, including TCP/IP, DHCP, and DNS, to troubleshoot connectivity issues.
- Implementing and monitoring security measures, such as antivirus software and data protection protocols.
- Installation and configuration of IP phones, printers, and basic configuration of meeting room equipment
- Manage Active Directory, group policies, etc.
- 2 or more years of field experience
- L1 capabilities and below
- Diagnose and resolve complex issues related to PBX systems, including call routing, voicemail, and integration problems along with remote team
- Understand and manage VoIP technologies, including SIP trunking, codec configurations, and QoS (Quality of Service) settings.
- Perform basic configurations and optimize PBX settings for performance, including managing user accounts, extensions, and call handling features.
- Perform routine maintenance and apply firmware or software upgrades to ensure the PBX system is up-to-date and secure
- Good knowledge and experience of Gateways such as Avaya G450, Nortel CS1000 PBX, Cisco unified communications devices, etc.
- L2 basic troubleshooting voice and telecom devices such as Gateways, Communication servers, switches, PBX, etc.
- Work with L3 remote tech to perform advance troubleshooting
- Perform configurations on VOIP phones such as network parameters, set up voice mail, etc.
Level 3
- L2 capabilities and below
- A lead network engineer with advance networking knowledge and experience
- Diagnose and resolve complex network issues that are escalated from Level 1 & Level 2 support, including hardware, software, and connectivity problems.
- Provide guidance and support to onsite smart hand techs
- Extensive working experience on configuration level of network devices in a data center environment
- Perform complete configurations on routers, switches, SD-wan, etc. and optimize network performance
- Ability to work with little to no guidance
- Responsible to deploy and manage large networks including multiple sites
- Troubleshoot multi-vendor equipment and multi environment including but not limited to servers, storage, VOIP, firewalls, etc.
- 5 or more years of experience with CCNP or equivalent certification/training
- L2 capabilities and below
- Diagnose and resolve complex server issues that are escalated from Level 1 and Level 2 support, including hardware, software, etc.
- Advance knowledge of servers and storage equipment
- Perform installation and complete configurations of server/storage equipment from scratch
- Monitor performance of server/storage arrays and optimize resource utilization
- Implement best security policies and disaster recovery solutions
- Ensure data integrity and availability of all services required within the organization
- Extensive working experience on servers/storage devices in a data center environment
- Advance troubleshooting skills with little to no guidance
- Knowledge and experience of multi-vendor and multi-area technologies including but not limited to MS SharePoint, Azure, Hyper-V & VMWare and basic knowledge of SQL
- 5 or more years of experience with MCSE or equivalent certification/training
- L2 capabilities and below
- Advance knowledge and expertise of Windows, Azure, Microsoft 365, Mac OS, CRM, etc.
- Provide IT support/Helpdesk support to end users and resolve their issues in a timely manner
- Diagnose and troubleshoot user related issues such as email, windows, phone, applications, printers, etc.
- Conduct training for end-users on software usage and best practices.
- Prepare clear guides for standard operating procedures to streamline support processes
- Diagnose and resolve complex end user related issues that are escalated from Level 1 and Level 2 support, including hardware, software, etc.
- Deploying and updating software applications, ensuring compatibility and security by applying and updating patches, etc.
- Good understanding of networking concepts, including TCP/IP, DHCP, and DNS, to troubleshoot connectivity issues.
- Manage Active Directory, group policies, etc. and familiarity with VDI technologies (e.g., VMware Horizon, Citrix) for managing virtual desktops and ensuring performance and availability.
- Ensure users have appropriate access to resources while maintaining security protocols
- Implementing and monitoring security measures, such as antivirus software and data protection protocols.
- 5 or more years of experience with CompTIA A+, Microsoft certifications/training
