IT Support Engineer
Qatar Islamic Bank
Total years of experience :14 years, 1 Months
• Installing and configuring computer hardware operating systems and applications.
• Monitoring and maintaining computer systems and networks
• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
• Following diagrams and written instructions to repair a fault or set up a system.
• Understand customer problems and provide appropriate technical solutions.
• setting up new users' ACCOUNTS and profiles and dealing with password issues
• Prioritizing and MANAGING many open cases at one time.
• Planning and undertaking scheduled maintenance upgrades.
• Testing and evaluating new Technology.
• Provide support and maintenance to existing management information systems (MIS).
• Generate and distribute management reports in accurate and timely manner.
• Develops MIS documentation to allow for smooth operations and easy system maintenance.
• Provide recommendations to update current MIS to improve reporting efficiency and consistency.
• Provide strong reporting and analytically information support to management team.
• Understand customer problems and provide appropriate technical solutions.
• Provide customer support and assistance in issue troubleshooting and resolution.
• Participate in cross-functional meetings to resolve recurring customer issues.
• Ensure that QA process is documented and communicated and adequate to ensure agreed quality levels for the application.
• Proactively scopes the technical solution required to address customer requirements, assesses customers’ met and unmet needs, and recommends solutions that optimize value for both the customer and the firm.
• Secures input from all necessary solution stakeholders within the customer firm. Adapts solutions, as necessary, to ensure appropriate support.
• Coordinates closely with internal sales, sales support, and service resources to align solution design with customers’ business requirements.
• Secures from customer technical staff commitments needed to ensure a deal’s “technical close.”
• Meets assigned targets for profitable sales growth in assigned product lines, market areas, channel, or teams supported.
• Provides coaching and professional development to team-member sales associates in order to enhance their product knowledge, technical acumen, and technical sales skills.
• Opportunistically pursues additional business development opportunities within customer firms. Collaborates with sales to ensure these opportunities are effectively covered.
• Installing, configuring, troubleshooting and testing activities using Flucke & OTDR - via Systimax and Corning Cable Systems
• Agreeing project objectives
• Representing the client's interest
• Providing independent advice on the management of projects
• Organizing the various professional people working on a project
• Risk assessment
• Making sure that all the aims of the project are met
• Making sure the quality standards are met
• Using the latest IT to keep track of people and progress
• Monitoring sub-contractors to ensure guidelines are maintained
• Accounting, costing and billing.
• Worked on some projects like Intel, Kidzenia & Vodafone
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes and updates.