Senior IT Support Engineer
Hamdan Bin Mohammed Smart University
Total years of experience :17 years, 0 Months
- Provide first-level technical support to users face to face or remotely using appropriate remote and communication tools such as SCCM, Team Viewer, MS Teams.
- expert in IT Support ticketing systems such as: freshservice, HP Service Anywhere, HP Service Management,
- Active directory user creation, group creation, computer account management, password resets and other actions
- Print server administration, paper-cut.
- Virtual lab administrator VMWare expert.
- Webex, Blackboard collaborate, Blackboard Ultra Microsoft teams, Skype, session creations and administration.
- Maintain classroom projectors and other AV hardware, Mediasite, Barco, Extron, Crestron.
-Support provided for various events organized internal and external.
- Testing completed for various applications and websites provided by IT departments and documented the findings and provide ideas and improvement suggestions.
Major applications include: Moodle, Banner, Android and iOS applications.
-Updated assets database . CMDB.
- Conducted periodic quality check to ensure quality
- Perform hard disk sanitation tasks when required
- Work with services to dispose depreciated PCs and other equipment.
- Configuring and installing Cisco IP phones, Cisco soft phones and Cisco Jabber.
- MS Office expert.
- Responsible for purchasing requests, including dealing with vendors.
• Setting up new users’ accounts and profiles and dealing with password issues.
• Prioritizing and managing many open cases at one time.
• Ensure all incidents/changes are logged and resolved within the SLA agreement.
• Installing and configuring computer hardware operating systems and applications.
• Remote troubleshooting using Microsoft SMS, SCCM.
• Troubleshooting Q-Systems.
• Configuring network printers.
• Update and trace incidents with the HPSM.
• Communicate with vendors.
• OS refreshment and migration from XP to Win7.
• Installing and configuring IP telephony.
• Creating and troubleshooting outlook accounts.
• Configuring BB accounts.
• Installing and configuring computer hardware operating systems and applications.
• Monitoring and maintaining computer systems and networks.
• Installing and troubleshooting windows OS (XP, VISTA, 7, SERVER)
• Talking staff/clients through a series of actions, either face to face or over the telephone.
• Remote and onsite troubleshooting using Microsoft SMS, SCCM.
• Installing and troubleshooting Microsoft office.
• Create ISO and Ghost image.
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
• Replacing parts as required.
• Handling users complains and resolve them.
• Deal with Assyst administration.
• Report to the head of the department on daily activities & blockages to highlight potential problems/incidents.
• Ensure all incidents/changes are logged and resolved
• Deal with vendors and external clients.
• Supporting the roll-out of new applications.
• Setting up new users’ accounts and profiles and dealing with password issues.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Prioritizing and managing many open cases at one time.
• Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers).
• Providing support, including procedural documentation.
• Following diagrams and written instructions to repair a fault or set up a system.
• Supporting the roll-out of new applications.
• Setting up new users’ accounts and profiles and dealing with password issues.
• Responding within agreed time limits to call-outs.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Prioritizing and managing many open cases at one time.
• Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers).
• Testing and evaluating new technology.
• Conducting electrical safety checks on computer equipment.
• Handling users complains and resolve them.
• Report to the head of the department on daily activities & blockages to highlight potential problems/incidents.
• Deal with Assyst administration.
• Ensure all incidents/changes are logged and resolved
• Deal with vendors and external clients.