IT Support Engineer
Pace
Total years of experience :12 years, 5 Months
Core Responsibilities:
- Provides day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure optimum operational efficiency, remote support through Desktop Central
- Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment of corporate.
- Provides second level procedural advice to users on technical issues and performs preventive maintenance, either over the phone or in person for all the remote locations as and when needed
- Utilizes soft skills and troubleshooting skills to resolve customer/business issues and questions in a timely and efficient manner
- Handles and facilitates various network designs, cabling and implementation
- Identifies configuration details for users/service needs, such as Network Switching, Desktop/Laptop etc.
- Prioritizes and escalates (third level) support incidents and requests based on business impact and documented guidelines
- Assigns third level issues to assigned internal teams and/or vendors and liaises with senior support teams and/or vendors regarding the progress of their action on assigned problems
- Ensures technical queries not progressing are escalated to seniors according to established procedures to ensure resolution in a timely manner
- Adheres to maintenance of software upgrade schedules (e.g. running patches) for individual desktops at the corporate office(s) and store locations.
- Advises and trains users to prevent repeated problems.
- Documents, tracks and monitors user / business incidents in ticketing system to ensure a timely resolution.
- Assists in managing the spares inventory of IT infrastructure like printer, printer toners, desktops, cables etc. across all the locations.
• Managing active directory issues like passwords, user account, security permissions, computer accounts, etc
• Resolve and troubleshoot of Server activity DHCP, DNS, windows 2008 R2, file and Print server, network Router and Switch and firewall etc.
• Responsible for troubleshooting LAN/WAN issues
• File share access management and control
• Asset Management and conducting physical verification
• Monitoring server and workstation hardware at all locations, including scanners and network printers. Notifying the Vendor of any problems and working collaboratively to solve those problems
• Maintaining MIS reports
• Work in different platform like Astaro security GatewayV8, firewall, Buffalo web application, Aswaq & Citrix etc.
• User Management lias with network admin/ system admin for Adding, Changing, Deleting Users in Active Directory.
• Support all application like MS-office and peripheral devices in the organization, Up-to-date inventory of all hardware and software.
Resolve Users problem and issue in the organization on time and keeping detailed trouble ticket reports in Help Desk database
• Responsible of all IT related equipment in the organization and take company data Backup on tape drive.
Installation & troubleshooting of General Applications like MS-Office outlook, RSA soft& hard token, Microsoft office communicator, , Desktop Manager, Acrobat Reader, mail client Lotus Notes, Business applications like SAP etc.
•Resolve incidents (Hardware and Software) related to desktop and associated peripherals
•Troubleshoot Network connectivity (LAN) issues
•Operating Systems (OS) installation / re-installation, upgrades and patches for desktops
•Desktop IMAC
•Installation of anti-virus on desktops and remove Virus
•Configuration of Print devices (network and local) on desktops
•Desktop Configuration - Network, mail client, internet etc.
•Co-ordinate with vendors for support
•Installing/Configuring & Troubleshooting of Printers & Plotter.
•Asset Management.
•Providing on site & telephone support to remote office
•Installing/updated Symantac End Point Protection, Edition (Client).
•Taking Backup on tape drive from server.
• Trained Cadets as a post of DY.SP, Sub-inspectors, recruits constable. Taught them some important police application like CCIS (Crime Criminal Information System), PBS(Portable Building System), DCRB (District Crime Record Bureau), MIS etc….
• Trained them how to operated Police Operating System like CCTNS (Crime and Criminal Tracking Network System).
• Microsoft-office, Internet, Cyber-crime, IP(Internet Protocols), URL,
Domain controller name, create Email ID and its setting,
Electronic surveillance, VOIP, GPS Google Earth etc.
• Maintenance 50 lab PC.
• Installation, and Administration of major Network's like LAN / WAN / W-LAN, and V-LAN's,
Installation, configuration and administration of Cisco series Routers & Switches,
Installation, configuration and managing of Wireless Broadband Routers and Access Points.
Academics Master in Computer Application Completed
(Academics) Post Graduate Diploma in Computer Application Completed