IT Support Engineer
KPMG Lower Gulf Limited
Total years of experience :13 years, 4 Months
Key responsibilities:
• Responsible for handling incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical problems to prevent future occurrences.
• Provide support to the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware.
• Assist with provisioning and de-provisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
• Manage and monitor asset management activities (procurement, receipt, inventory, tracking, distribution, etc.) in accordance with firm policy and IT Service process.
• Serve as liaison between customers, advanced technical support team for all escalated IT related issues.
• Communicating with staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Ensures that response and resolution time objectives are met as defined in the SLA
• Ensure all calls are properly log, tracked and documented in our Service Management System.
• Responsible for managing backups and tape rotation
• Handles the Active Directory User Management
• Provides support, including procedural documentation and relevant reports
• Basic WebEx & Video conference support, including VPN connection
• Maximizes use of hardware and software by training users, interpreting instructions, and answering queries.
• Maintains client confidentiality restrictions and protects operations by keeping information intact
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks.
Key responsibilities:
• Basic Server & Network Troubleshooting - Monitors the day-to-day activities of the Network Operations Centre
• Lotus Notes Administration: mailboxes, folders, distribution groups, calendaring, etc.
• Create accounts and configure hardware as part of on-boarding process
• Manage and monitor internal assets to ensure accurate inventory records
• Windows OS/ Vista Office applications software and hardware troubleshooting
• Basic WebEx & Videoconference support, including VPN connection
• Avaya site administration and user management
• Citrix application support
• Manages IT Helpdesk thru HP SM9 Tool for Request and Incident management within the SLA
• Completes and maintains daily backups for all network infrastructure equipment/systems
• Reports all problems and outages to our network infrastructure - local and international carriers and equipment vendors.
• Acts as the front line for all network calls/inquiry, and service requests.
• Determines the priority issues' resolution based on the severity of the impact and urgency
• Communicates the status of problems, gives updates and provides other information as deemed appropriate.
• Manages IT asset account database and generates monthly reports for all IT equipment.
• Handles the Active Directory User Management
• Conduct training for new employees with regards to company IT policy.
Key responsibilities:
• Responsible for providing technical assistance and support related to computer systems.
• Provide accurate problem descriptions, with all necessary support and documentation.
• Respond to requests for technical assistance in person, via phone and electronically.
• Manages Active Directory User Management
• Resolve technical problems with Local Area Networks, Wide Area Networks, and other systems.
• Administer help desk software
• Install, test and configure new workstation, peripheral equipment and software.
• Identify and escalate situations requiring urgent attention.
• Stay current with system information, changes and updates.
• Follow up on outstanding requests and ensure timely resolution
• Support audio and video equipment in conference rooms
• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates