L1 – Onsite Engineer (c)

Role Summary

Entry-level support responsible for execution, monitoring, and basic troubleshooting of patching and endpoint activities using BigFix.

Key Responsibilities

Patch Management

- Execute scheduled patch deployments as per runbooks
- Monitor patch jobs and ensure completion within SLA
- Validate patch status and report failures

Asset Discovery & Inventory

- Ensure endpoints are reporting in BigFix
- Assist in reconciliation of missing systems with CMDB
- Maintain asset tagging and grouping

Patch Deployment & Orchestration

- Trigger patch jobs based on approved schedules
- Follow phased rollout plans (Pilot → Production)
- Escalate failures to L2

Pre/Post Patch Activities

- Perform pre-checks (disk space, agent status, uptime)
- Execute post-patch validation (services, connectivity)
- Update checklists and logs





Monitoring & Health Checks

- Monitor dashboards for job status and alerts
- Perform daily health checks of endpoints

Incident & Change Management

- Log and update tickets in ITSM tools
- Follow standard operating procedures (SOPs)
- Provide timely updates to stakeholders

Compliance & Reporting

- Generate daily patch status reports
- Track patch success/failure metrics

Deliverables

- Patch execution logs
- Daily monitoring reports
- Incident tickets & updates
- Pre/post validation checklists

Skills Required

- Basic knowledge of Windows/Linux OS
- Understanding of patching concepts
- Familiarity with ITSM tools (ServiceNow, Remedy)
- Basic BigFix console usage

📌 BigFix Patching Support – Level 1 (Andheri)
🏢 3i Infotech
📍 Andheri