Support Engineer
Aujan Group Holding
Total years of experience :12 years, 4 Months
• Provide first Level of IT Support onsite or remotely for other Gulf users.
• Support central application and infrastructure team.
• Make sure all requests are resolved in agreed SLA.
• Creation of users in Active Directory.
• Deploy and configure Kaspersky endpoint security for end users using Kaspersky security center.
• Managing CCTV & Access control systems (BOSCH, EnGuard & PAXTON)
• Collaborate with vendors to locate replacement components and resolve advanced problems.
• Patch software and installed new versions to eliminate security problems and protect data.
• Remove malware, ransomware and other threats from laptops and desktop systems.
• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Maintain servers and systems to keep networks fully operational during peak periods.
• Configure hardware, devices, and software to setup workstations for employees.
Tier 1 IT support to non-technical internal users through desk side support services.
•Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
•Configured hardware and granted system permissions to new employees.
•Promoted efficiency among departments with prompt resolution of system issues.
•Explained security measures in simple terminology to help users understand malware and phishing threats.
•Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
•Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
•Used ticketing systems to manage and process support actions and requests.
•Monitored systems in operation and quickly troubleshot errors.
•Managed high levels of call flow and responded to technical support needs.
•Assisted with updating technical support best practices for use by team.
Got My 3 years diploma from National Ribat University in 2005, the field of study was computer science.