IT Support Engineer
Retail Group Company
Total years of experience :5 years, 0 Months
Troubleshooting PC’s, laptops and mobile devices with Providing 1st/2nd line support to users.
Responsible for supporting: Windows 7/Vista/Windows 10/ Office 2013 and 2016, Windows Server, Server 2008/2012, Active Directory management, DNS/DHCP, TCP/IP, Ethernet .
Provide support to end users through hands-on visits to workstations.
Configuring system hardware resources .
Diagnosis of desktop, application, networking and infrastructure issues.
Records incidents and issues in tracking tool, and follows through to resolution.
Handles customer inquiries from beginning of the inquiry to its closing.
Resolves customer complaints & problems aiming for customer satisfaction.
Answering incoming calls in a timely manner.
Following call center “scripts” when handling different topics.
Identifying customers’ needs, clarify information, research every issue and providing solutions
Manage and resolve customer complaints.
Provide customers with service in a friendly, confident and knowledgeable manner
Support several point of sales systems and their associated peripheral devices.
Provide support to end users through hands-on visits to workstations.
Able to quickly identify the technical issues and use the appropriate troubleshooting steps leading to the resolution.
Maintain inventory of the POS systems, devices, licenses, serial numbers and machine names.
Perform the re-wiring, cleaning and safekeeping of admission equipment.
Install new hardware, replace parts and troubleshoot defective equipment.
Assist with the testing of ongoing upgrades of the POS System.
Document all tickets and troubleshooting steps in support application for the success of the team.
Provide system training to relevant staff as needed, including new software upgrades and process changes.
Support the problems in Clients SAP Systems.
Records incidents and issues in tracking tool, and follows through to resolution
Bachelor's degree of Management Information System (2012) •Grade. Good. Higher Institute of Tourism, Hotels and Computer
