Lead Technical Support
Jacobs ZATE
مجموع سنوات الخبرة :16 years, 0 أشهر
• Lead technical support team, oversee daily support operations and performance, assist struggling team members on complex problems.
• Ensure all customer inquiries and issues are solved correctly and in prompt and professional manner.
• Monitor, process and resolve Tier 1 & Tier 2 requests in ServiceNow, adhere to SLAs.
• Clearly communicate escalated issues to Tier 3 and product managers as needed.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Carry out attended and unattended installations of OS, engineering and non-engineering software, applications, and tools through PXE, SCCM, network repositories.
• Handle configuration of IP telephony and call services through Cisco Unified Communication Manager (CallManager), generate detailed reports.
• Manage access permission of data on network shares, analyze storage, maintain organized structure, perform archiving and restoration tasks.
• Plan, coordinate, and execute hardware and software upgrades.
• Mange IT assets, keep records regularly updated ensuring accurate, reliable inventory management.
• Manage objects and group memberships in Active Directory and Microsoft Azure.
• Cooperate with global IT teams, provide onsite support for Data Center, Network, Telecommunication and Cybersecurity.
• Actively involve with operational delivery and UAT for new product and feature releases.
• Regularly assess IT infrastructure to identify technology gaps and suggest solutions.
• Review all technical support related processes and documentation for continuous improvement.
• Provided support to Aramco staff, resolved issues related to
workstation (Desktop/Laptop) hardware.
• Installed, configured, and tested workstations and peripheral
devices.
• Performed variety of workstation repair and maintenance
activities, including onsite repairs, replacement of parts, and
replacement of machines.
• Conducted performance tests on ICT equipment to ensure
compatibility.
• Accurately documented instances of hardware failure, repair,
installation, and removal.