Senior Help Desk Technician
Qatargas Operating Company Limited
Total years of experience :22 years, 1 Months
Working as Senior Help Desk Technician in the system support section of Information
Technology department in Qatar Gas Operating Company LTD since 2007.
Job includes OS deployment using Microsoft deployment toolkit and SCCM.
User state migration Planning, Software updates and remote distribution using SCCM, Remote support for the end-user for different hardware and software issue like Windows, SAP, Antivirus, Engica, LIMS, POIS, Meridium, Hysys, Emarude, Eclipse, OFM, Permit to work system, Acrobat, Malware, Profile issues, printer and print server issues, Proxy issues, Outlook issues and so on.
Use of BMC Service Desk call logging system for recording of IT requests, providing Level 1 and Level2 support and escalation issues to higher Levels as and when required.
Duties also include generation of reports from the Service Desk system (BMC) and to ensure calls are closed as per SLA and forward it to higher authorities for any action if required.
Job includes involvement in testing and rollout of any new implementations from the Network Systems and Infrastructure team such as Microsoft UAG (unified Access Gateway), MS Forefront Threat Management Gateway (TMG), Cisco AnyConnect Secure Mobility Client, McAfee Desktop Firewall-Host Intrusion Prevention (HIPS), McAfee Data Loss prevention (DLP), McAfee Endpoint Encryption (for encryption of user data on laptops), Cisco Web Security Appliance(WSA)
Troubleshooting of Workflow (Captaris Workflow) related issues that is used company wide. Provide support for Qatargas Citrix access to users for logging into QG Network from outside the network.
Customization of MS outlook installation using MS Office resource kit. Highly experienced in MS outlook support including rules, signatures, out of office, calendar and mail box sharing with required permissions.
Outlook web access, PST files management and recovery from disaster.
Acts as Support Supervisor and Problem coordinator with an approved Delegation of Authority (DoA) during the absence of the Delegator (Service Desk Support Supervisor).
Provide IT Support 24/7 on a weekly turn by turn basis with other team members of the support team.
Apart from the day to day activity mentioned above, also involved in the OS deployment, Risk management, patches and software distribution, ITIL implementation etc.
Areas of Expertise:
Diagnosing, troubleshooting of PCs, Laptops, Notebooks, scanners, printers and projectors.
Network Administration
Deploy network equipment and configure them as per technical requirements
Installation and troubleshooting of IBM, DELL, HP, COMPAQ and ACER based servers.
Decision Making and Problem Solving
Network Monitoring and Troubleshooting
Ability to articulate and compare alternatives & approaches
Implementing and integrating network solutions. Identify project requirements, developing solution / project delivery, which may include vendors and subcontractors.
Experience with Switches, creation and management, inter VLAN routing
Providing solutions to clients and strong interpersonal communication skills with customers of the organization.
Creativity and judgment applied to technical and operational challenges. Generates solutions, based on analytical skills & business knowledge
Responsibilities:
• Attending calls from users and processing system requests.
• Diagnosing and trouble shooting different hardware, software and network related problems for users based on calls from different clients of QCS
• Preparing and configuring work stations- Cloning, Upgrading workstations transferring user profiles and data, Installing operating system, software and configuring hardware like printers, scanner.
• Installing and configuring banking applications and standard Windows applications.
• Configuring and troubleshooting Emails (Exchange and POP3) in Outlook.
• Helps users to smoothly work with different computing and electronic devices like PC, Tablet PC, Printer, Scanner, Projector etc.
• Maintaining inventory system.
Diagnosing, troubleshooting of PCs, Laptops, Notebooks, scanners, printers and projectors.
Network Administration
Deploy network equipment and configure them as per technical requirements
Installation and troubleshooting of IBM, DELL, HP, COMPAQ and ACER based servers.
Decision Making and Problem Solving
Network Monitoring and Troubleshooting
Ability to articulate and compare alternatives & approaches
Implementing and integrating network solutions. Identify project requirements, developing solution / project delivery, which may include vendors and subcontractors.
Experience with Switches, creation and management, inter VLAN routing
Providing solutions to clients and strong interpersonal communication skills with customers of the organization.
Creativity and judgment applied to technical and operational challenges. Generates solutions, based on analytical skills & business knowledge
DEGREE OF BACHELOR OF TECHNOLOGY (B-TECH) IN ELECTRONICS & COMMUNICATION ENGINEERING