Senior IT Site Support Specialist
Egyptian Steel
Total years of experience :11 years, 4 Months
• Identifies, troubleshoots, resolves, and documents complex issues while maintaining customer satisfaction.
• Installs, supports, configures, evaluates, maintains, monitors and analyzes systems and software in a client network environment.
• Leads high priority tickets involving server or network troubleshooting, hardware repairs, disaster recovery, or other critical requests escalated for assistance.
• Utilizes remote monitoring and management software to resolve client requests.
• Document, review and improve existing or new technical procedures and knowledge management.
• Responds to client support request tickets, calls and emails, assign ticket severity, update service work notes, and prioritize work to resolve complex support client issues.
• Establishes a high level of personal credibility and builds strong professional working relationships with client and their staff.
• Acts as an escalation point providing leadership to other support staff regarding tickets needing assistance, planning, or technical work to ensure proper resolution.
• Participates in ongoing personal training and attainment of applicable technical certifications.
• Performs duties as Support Specialist as needed in department.
• Providing updates, status, and completion information to management.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Provide technical assistance and support for Diagnosing and solving hardware/software faults.
• Handling all Alex Plant cams problems and insure they are recording on server.
• Handling user accounts management on active directory.
• Manage storage and attendance server for different departments.
• Maintaining an Asset Database on SAP and track changes.
• Train computer users.
• Controlling Wireless access points and user Vlans.
• Resolve technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN).
• Provide a high quality service desk support with a high degree of customer satisfaction .
• Supervise all Alex IT tickets and areas nearby.
• Provide accurate and creative solutions to user’s problems of moderate nature to ensure productivity.
• Identify, research and resolve technical problems.
• Respond to personnel requests for technical support.
• Document, track and monitor the problem to ensure a timely resolution.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Work under immediate supervision although he/she relies on experience and judgment to plan and accomplish goals.
• Perform a variety of complicated task and may lead and direct the work of others.
• Service and maintain customer's digital office equipment .
• Maintain assigned field stock and parts inventory.
• Repair copy equipment-hardware and software related.
• Verify equipment functioning by completing test initiatives and final adjustments.
• Complete document service actions-service forms, reports, logs and records.
• Maintain and service company office equipment and color systems on customer premise.
• Perform copier machine modification and software upgrades/maintenance.
• Assess and troubleshoot customer software and hard copy orders for production problems or issues.
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