IT Support Technician
King Abdullah Bin Abdulaziz University Hospital
Total years of experience :13 years, 1 Months
- Answering phone calls using our CISCO System for different technical issues such as (hardware, printer, software & network)
- Create a tickets for (Service Request, Incidents & Problems) knowing the prioritization and impact of it using (ITSM)
- Perform level 1 and level 2 support for different technical issues such as (hardware, printer, software & network)
- Perform a routine onsite support for the end-users and guests of the hospital
- Create user and email account for the new employee and trainees using Active Directory and Microsoft Exchange
- Add, Delete and Edit user profile, mailbox capacity and distribution groups
- Reset user password from the domain, OWA and Active Directory
- Provide shared folder access and wireless connection for each user upon request
- Create VDI activation
- Provide level 1 support for HIS (TrakCare System) for the following users (doctors, consultant, nurse, OPD Registration and Pharmacist) such as reset password, managing security group and troubleshooting
- Escalate technical issues to appropriate group that needs a third-party and manufacturer support
- Managing time-in & time out and reset password of the Managers and Nurses from Kronos System
- Basic knowledge in PACS and CPACS system for administration and Oracle System
- Log incident & task tickets made by engineer through ticketing system (CRM and Landesk)
- Answering clients technical query via email & phone
- Monitoring open/unresolved tickets regarding different issues
- Assigned tickets accordingly to appropriate group engineer
- Create schedule/duty of engineer activity
- Perform daily and monthly report issues
- Escalate issues (doesn’t meet the SLA)
- Make follow-up to engineers for the update/closure of the tickets
- Performed clerical tasks
- Provide customer service, troubleshooting and technical support via phone, email, chat & user workstation (Network, Hardware & Software issues)
- Provide excellent customer service solutions to users pertaining to PC technical problems.
- Monitoring and Handling the ticketing system
- Monitors ageing tickets and ensures that they are escalated or resolved at the soonest possible time.
- Accessing and Monitoring the tickets using HPSC (HP Service Center Client)
- Assign the tickets to the correct queue and appropriate team
- Escalation of the tickets
- Resolving customers' technical queries and concerns
- Prioritizes created trouble tickets and conducts regular follow-ups to concerned teams/department until the issues are resolved.
- Processing of incoming calls and ensure courteous, timely, and effective resolution of end user issues by both troubleshooting and liaising with the Technical Services Team.
- Ensures that the systems and services are properly documented during the turn-over thereof by the Project Management Team.
- Troubleshoot and support any reported problems via end-user concern (Network, Hardware & Software issues)
- Support technical client’s need via remote (LANDESK or Remote Desktop Connection) or through their workstations if necessarily
- Inform Local IT team for the tickets assign to them and make sure to close it before the breaches of ticket
- Check for VIP issues, network outage, and server downtimes
- Account unlocking and password reset, account extension procedure, checking of computer name and internet access in AD
- Basic Troubleshooting (mapping of shared drive/network printer, active wall, BTM scanning, internet connection, WIFI, Weroam, installation of softwares, etc.)
- AMS Database and printing of Asset Tag
- Maintains company computers and laptops and other IT equipment
- Assists with contacting retailers and service providers of IT supplies
- Routine audits of systems and software
- Applying operating system updates and configuration changes
- Installing and configuring new hardware and software
- In charge of company’s data environment
- Answering technical queries over the phone
- Responsible for the security of applications
- Responsible for documenting the configuration of the system
- Troubleshooting any reported problems via end-user concern or over the phone
- Keeping the network up and running
- Disassembling and Assembling of Desktop/Laptop
- Field Support and Shadowing to Engineers
- Replacing of System board and Hard Disk
- Diagnosing of Desktop and Laptop
- Re-Imaging, Configuration and Installation of Desktop
- Deployment of Desktops and /Laptops