Technical Support
Shaffan Enterprises
Total years of experience :14 years, 11 months
1st level IT Support (Hardware/Software), log the incidents/problems and close them
after resolution accordingly by following SOPs.
• Follow the standard procedures/Check lists for new installation or re‐installation of ITAssets/OS/Software Applications.
• Take care of SLA's as mentioned in help desk application.
• Escalate the problem/issues to 2nd level teams through work order.
• Follow up the open work orders (escalated by concern RE) with his supervisor till closure and
after confirmation of issues resolution from user close the open calls.
• Perform preventive maintenance and IT Assets Audit twice a year for installed IT assets.
• Turn On/Off the network switches/routers on the request of ITS (Remote locations' RE only)
• Switch the network cables from one port to another or as requested by ITS (Remote locations' RE ONLY)
• Provide support for ongoing/upcoming IT activities.
• Coordinate with AMS Coordinator for day to day asset movement/transfer/new assignment
• Installing and Configuring Computer Hardware, Software, Printer, Scanners, Systems and Networks.
• Planning and undertaking schedule maintenance upgrades
• Talking to Clients and Computer Users to determine the nature of problems, Respond to Breakdowns.
• Design, implement and maintain Active Directory Domain, Users Management in Active Directory, Creating and Adding User account, Computer accounts and Groups, Resetting User Passwords, locks and Unlocks User accounts.
• Monitor and Administrate Cyberoam Firewall, Monitor Users and Log, Check Bandwidth utilization of the Users and responsible for firewall configuration.
•Performs DHCP and DNS troubleshooting configuration and Monitor Special Servers and Server Security in Windows Server 2012.
• Obtaining replacement or specialist components, fixtures or fittings, Checking computer equipment for Electrical Saftey.
• Investigating, Designing and Solving Hardware and Software faults.
• Maintaining records of Software Licensing, manages stocks of equipment, consumables and other supplies.
Duties/Areas of Responsibility
The position will involve the following areas of responsibility:
1st level IT Support (Hardware/Software), log the incidents/problems and close them
after resolution accordingly by following SOPs.
• Follow the standard procedures/Check lists for new installation or re‐installation of IT Assets/OS/Software Applications.
• Take care of SLA's as mentioned in help desk application.
• Escalate the problem/issues to 2nd level teams through work order.
• Follow up the open work orders (escalated by concern RE) with his supervisor till closure and
after confirmation of issues resolution from user close the open calls.
• Perform preventive maintenance and IT Assets Audit twice a year for installed IT assets.
• Turn On/Off the network switches/routers on the request of ITS (Remote locations' RE only)
• Switch the network cables from one port to another or as requested by ITS (Remote locations' RE ONLY)
• Provide support for ongoing/upcoming IT activities.
• Coordinate with AMS Coordinator for day to day asset movement/transfer/new assignment