IT Support Engineer
Create IT
Total years of experience :12 years, 10 Months
-Analyze equipment performance records to determine the need
for repair or replacement
-Confer with network users about how to solve existing system
problems
-Coordinate with vendors and with Purchasing Department to
facilitate purchases
-Design, configure and test computer hardware, networking
software and operating system software
-Diagnose hardware and software problems and replace defective
components
-Gather data pertaining to individual needs and use the
information to identify, interpret and evaluate system and network
requirements
-Maintain and monitor network printers in its optimum operation
-Maintain an inventory of parts for emergency repairs
-Maintain and administer computer networks including computer
hardware, systems software, applications software and all
configurations
-Maintain logs related to network functions as well as maintenance
and repair records
-Monitor network performance to determine whether adjustments
need to be made
-Operate master consoles to monitor the performance of computer
systems and networks and coordinate computer network access
and use
-Perform data backups and disaster recovery operations.
-Perform routine network startup and shutdown procedures and
maintain control records
-Recommend changes to improve systems and network
configurations and determine hardware or software requirements
related to such changes
-Plan, coordinate and implement network security measures to
protect data, software and hardware
-Train people in computer system use
- Respond to all clients with utmost professionalism - over the phone and in person.
- Arrive onsite at scheduled time and get a signed timesheet from the client while exiting.
- Maintain a high level of customer support of client users.
- Maintain client site documentation.
- Software installation of standard and occasionally non-standard applications for clients.
- Installation and configuration of network resources for clients e.g. printers, file shares, scanners
- Document troubleshooting and problem resolution steps for all technical issues.
- Configure mobiles for connectivity to client systems.
- Contribute articles to the IT-Serve knowledge base.
- Take ownership of customer issues.
- Promote a team environment by assisting co-workers wherever necessary to enhance the professional development of everyone within the organization.
- Account for your time daily and submit weekly time sheets between 5:30 PM Thursday and 9 AM Sunday.
- Escalate technical issues to Level 2 engineers when need be, following the standard escalation procedure.
- Keep the clients updated on the status of tickets logged as per the client communication matrix.
-Provides second-line investigation and diagnosis
-Resolves and closes incidents/service requests as per help desk
procedures & allocated timelines
-Escalates unresolved incidents/service requests within agreed
timescales
-Logs relevant incident/service request details per help desk
procedures
-Communicates with client regarding incident progress
-Ensures tickets are updated at all times until issues are resolved
-Complies with Quality Health Safety Environment (QHSE) and IT
policies
-Liaises with clients, other IT support groups and 3rd party providers
when necessary
-Performs staging of PCs
-Performs IMAC (Install, Move, Add and Change)
-Conducts hardware and software maintenance and support
-Troubleshoots and resolves PC incidents and/or VIP requests
-Coordinates with Service Desk for hardware repair
-Assists with Site Security Officer (SSO) on IT security issues and virus
elimination
-Assists local Server Team when server maintenance is required
-Creates/maintains documentation on Back Desk
-Special events coverage
-Connected Backup client support
-Local network support and/or assists centralized Network team
-UNIX/Linux System Administration experience is desired
*hardware/software selection, procurement, setup, installation,
configuration, upgrades,
monitoring and troubleshooting user account creation/deletion
and file permissions
*Backup management and maintenance
-Create Websites
-Graphic Designs
-Troubleshoot and format computers
-Computer hardware setup projects
-Developed a database system for the monitoring, evaluation and data banking of seed
growers in the region.
-Assisted in the preparation and consolidation of reports for seed testing and
certification.
-Encoded and printed tags for seed certification.
-File management of all soft documents of the office & conduct preventive measurements to all computer units
-Developed a website that features Online enrollment system, integrated payroll, job posting, blogs and forums;
-Provided technical support to users and school owners
-Joined the payroll team to assist with the completion of the weekly payroll, reporting to the Payroll Manager
-Assisted with the preparation of the weekly payroll, ensuring all information is captured correctly on the payroll system
-Ensured information were updated on the system
