Fathi Mousa

Level 1 Support, dealing with phone calls, emails and face-to-face user requests in an
organization about 160 people.
• Physically setup, install and assign end user equipment (desktop and laptop computers,
printers, scanners, mobile devices).
• Routing and escalation of tickets to appropriate team 2nd and 3rd level support.
• Enter all work as service tickets into Ticketing System.
• Create Basic access for new accounts on AD account and Mailbox.
• Troubleshoot system and network problems, diagnosing and solving hardware or software
faults.
• Repairing and replacing equipment as necessary.
• Provides technical assistance and training.