Lead IT Support Engineer
DIYAR UNITED COMPANY
Total years of experience :4 years, 6 Months
Responsibilities:
• Install software and hardware.
• Setting up accounts for employees (Creation, groups, licenses permissions, shared folders.
• Troubleshooting different computer issues.
• Configure computer networks.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues (hardware- software), including account setup and network configuration.
• Track computer system issues through resolution, within agreed time limits.
• Support client with basic technical support for current and past software releases.
• Assisted clients with general support for hardware, peripherals, network connections, and external software.
• Following up daily ticket (HPSM, Smax) based on SLA, OLA, ITIL practices and insuring meeting the KPIs.
• Create servers, servers management (updates, permissions, backup plans, …).
• Solved 98% of L2 tech support tickets without escalation.
• Licence filière informatique spécialité traitement de l'image en juillet 2011. - Université Mohamed el-Bachir el-Ibrahimi BBA. Thème: "les morphologies mathématiques". •
• • Obtention du Baccalauréat, option: sciences de la nature et de la vie, en juillet 2008. •