Technical Support Engineer - (STC Project)
Computer Data Networks
مجموع سنوات الخبرة :8 years, 6 أشهر
Providing 1st-line and 2nd line support.
Perform system upgrades as necessary for end-user and hardware-related components as needed.
Perform installations, repairs, and preventative maintenance on staff computers.
Setup and administrative passwords and directory permissions.
Managing Active directory.
Working with other departments such as Windows, Network & Cyber Security support on technical issues resolution and information sharing.
Troubleshoot end-user hardware and software issues.
Strong Knowledge of support desk software.
Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
Respond promptly to service requests and incidents.
Providing technical support across the company (Including over the phone to users outside Kuwait)
Managing Safenet authentication service for mobile pass access and VPN access for users.
Communicate with site technicians or third parties responsible for the resolution.
Following up with tickets and standard procedures for proper escalation of unresolved issues to the appropriate internal team.
Creation of Windows image using Acronis Software for Call Center and Head Office.
Managing KIOSK Machines, Providing On call support if needed.
Provides technical information for clients and customers.
Handling Emails & Creating Tickets using MAXIMO /IBM/ ICD Ticketing System
Following standard procedures for proper escalation of unresolved issues to the appropriate internal team.
Familiarity with remote desktop applications, using SCCM and MS Teams.
Maintain users and groups in the Azure Active directory
Providing support for O365, license-related issues.
Configure file sharing and permission structure using Active directory groups
Creation of Printer groups in AD & Printer management.
Using Microsoft Identity Manager(MIM) for accessing user accounts.
Creation of new windows image and Deployment using Acronis.
Providing support in conference rooms.
Providing training to new staff for work related to understanding policies.
Individually handling the locations which come under the responsibility.
Creating assessment reports on new locations if any new IT asset is required.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and troubleshoot technical issues.
Excellent problem-solving and communication skills.
Talk with users through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
Responsible for ensuring high volumes of support calls are taken through to a successful resolution, including dealing with 3rd party support where required access.
Log all calls (Phone, emails, walk-ins) in the ServiceDesk call logging System.
Basic Active directory management and troubleshooting user accounts.
Activation/Deactivation of User Accounts ensuring all required permissions are granted as per service request.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Using Ivanti Management Console for software remote installation & resolving end user's issues remotely.
Performing Incident investigation diagnosis and resolution through Incident management. (BMC Remedy-ITSM Tools).
Occasionally works during evening or weekend hours when required.
Recommended computer products and applications to improve productivity.
Providing IT hardware software and computer accessories to end-user.
Support Description
Software Troubleshooting
Business Applications Support of Organization
Administration Office 365 (online) and Sophos Endpoint Cloud application.
Attending day-to-day L1 and L2-related issues.
Maintaining inventory list.
Assisting IT manager with purchases of IT Hardware and software.
Configuring attendance machine, Generating monthly staff reports.
Troubleshoot and resolve hardware, connection, and software issues.
Troubleshoot and resolve all problems encountered with hardware and software.
Monitor and remove viruses, spyware, and other non-authorized software.
Install and test computer-related equipment.
Monitoring of the Internet and email usage of company employees.
Develop and maintain vendor relations.
Manage, maintain and update onsite Photocopiers, printers, and fax machines.
Manage the entire purchase of inventory related to hardware, software, and other IT supplies.
Provide support to end-users relating to hardware and software, computer applications, LAN components, and peripherals.
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end-users.
Supervise complaint-ticketing system and follow the timely resolution of all work orders.
Install, test, maintain and troubleshoot end-user workstations and interrelated hardware and software.
Recommend and apply solutions, including on-site repair for remote users.