Ahmed Amer

•Installing and configuring computer hardware, software, systems,
networks, printers, and scanners
• Responding in a timely manner to service issues and requests
• Providing technical support across the company in different
countries
• Setting up accounts for new users
• Repairing and replacing equipment as necessary
• Following up with clients to ensure the problem is resolved.
• Work on the JIRA service management platform, where problems
and requirements are classified into priorities and work to
complete them in the required time.
• Monitor tickets and requirements to complete them on time
without delay at the required time.
• Consult with users to determine appropriate hardware and
software needs and assist in placing orders
• Gathers data to identify and evaluate technical purchasing
options.
• Documents hardware and software updates.

Work In (Zakat House ), One of Diyar Outsourcing Projects
•Identify and diagnose issues and problems.
•Responded to calls and email requests for technical, and desktop server support by working troubles tickets as directed.
•Maintaining a working knowledge of service desk and IT operations procedures related to client services.

provide technical assistance to the outdoor screens which display ads in multiple locations.
•Installing and configuring desktop hardware and peripheral devices, such as networked printers, for local/remote branch offices, performing remote or onsite maintenance.
•Understanding how to manage a server including creating backups necessary.
•Upgrading and replacing computer parts like video cards, sound cards, motherboards, power supplies, etc.
•Resolve issues for staff via phone, in person, or electronically.
•Perform hardware and software installations, configurations, and updates as needed.
•Resolve technical issues in a timely manner using available resources within the company.

Serve as the first contact with customers who need technical assistance via phone or email.
•Perform troubleshooting using different diagnostic techniques.
•Redirect unresolved issues to the next level of support personnel.
•Maintain technical documentation and service catalog on software installation, hardware configuration, and problem troubleshooting.
•Provided support to users learning new technology assets to support existing operations and make workflow expansion possible.
•Develop, test, and maintain documented systems procedures/work instructions - train end-users.

Providing daily assistance for Head Office and Warehouse for PC builds and software support.
•Provide support to the service desk team on network and
•infrastructure issues.
•Assisted in the implementation of new hardware and software solutions within the company to improve workflow and customer service provision.
•Keep a record of problems and their resolution.

Document actions and resolutions within help-desk tickets.
•Respond to incoming tickets using the help-desk dashboard, email, or phone, In many cases, phone support and verbal communication will be necessary.
•Software Maintenance (Install Operating Systems, Utility Programs & Server Software Troubleshooting.
•Create The Website Interfaces Of The Company By Using WordPress.