Desktop Support Engineer
Bahwan Cybertek
مجموع سنوات الخبرة :8 years, 9 أشهر
IT Technical Support Engineer | Client: DHA | UAE, Dubai
• Documents work performed in the work log of tickets and work order within ServiceNow or other ticket documentation application. Utilizes stored knowledge base articles to resolve issues.
• Capture primary user data stored on hard drive of managed devices using User State Migration Tool.
• Performs scheduled preventative maintenance on desktop and laptop workstations including, re-imaging operating system, data capture and restoration, cleaning physical hardware, replacement of broken or out of warranty hardware.
• Provides setup and configuration of standard operating system, EPIC.
• Escalates unresolved issues to appropriate level 3 IS Support Services team.
• Provides break / fix technical support for networked and stand-alone Partners managed devices to comply with established Service Level Agreement. Prioritize issues by level of urgency.
• First level of support provided for Incident. Call logging with vendor.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Diagnosed & resolved a range of software, hardware, & connectivity issues while delivering technical training on hardware/software to end-users.
• Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues.
• Strong analytical skills and problem-solving ability while handling complex scenarios related to users technical issues.
• Strong working knowledge of Microsoft Products - Office 365 exchange account management/email issue.
• Knowledge of Active Directory, Shared Mailbox Access, Policy Updates, Azure AD & VPN.
• Troubleshoot and debug system and/or data errors & ability to understand SQL queries to extract and compilation.
• Prepared accurate and timely reports to publish daily dashboards.
• Provided inputs in development and documentation of standard operating procedures to ensure best practices are adhered.
• Assisted users with remote desktop applications and help desk software (Bomgar).
• Properly escalated unresolved issues to appropriate internal teams (e.g. software developers).
• Diagnose, troubleshoot and resolved a wide range of software, hardware and network issues.
• Handled an average of 30-40 cases per day and prioritized and escalate issues where required.
• Provided timely updates to users on every ticket through email and service desk tool.
• Monitored, logged and tracked all phases of help desk support. Ensured to resolve and close end-user tickets within defined SLA.
• Provide customer service support to internet and network users.
• Created documentation for policies and standard procedures for various daily account and systems management tasks and user training. Configured and managed email accounts using Microsoft O365.
• Assisted users in configuring and fixed issue related to Cisco AnyConnect VPN.
• Responsible to provide timely and effective resolutions to our clients on basic to complex technical support queries via chat and calls.
• Responsible for responding to customers in an efficient and professional manner.
• Handles and resolves technical queries; identifies and escalate accordingly.
• Perform other tasks as assigned, requested, or directed.
Computer software/hardware