System Engineer & Supervisor
Diya System Glowtouch Technologies
مجموع سنوات الخبرة :4 years, 5 أشهر
Attending to the escalations from the technical support team
Acting as focal point for the team by handling various activities simultaneously such as “Training new employees, preparing the Training Documentation, handling queries and attending calls with the team to learn some process change and then training the other team members on the same.
Accurate and timely processing requests.
Employee Training and Development
Data analysis and reporting
Manage the high volume of work with accuracy supporting the quality team along with the Manager in various activities.
Ensuring organization's personnel policies and procedures
Managing staffing
Visualize problems and opportunities within the team
Ensuring proper streamlining of the process.
Employee Performance Management
Provide outstanding customer service support in a professional, patient and understanding manner.
Maintenance and troubleshooting on application software.
Enter all incidents into Ticketing/Case Management System.
Troubleshooting of Desktop, Laptops and Printers.
Troubleshooting clients machine using remote desktop software.
Installation, Configuration & troubleshooting of Outlook/ Mail Client
Communicate effectively and regularly with internal and external groups as well as with client.
Provide exceptional Level 2 support for clients on non-proprietary and proprietary information and applications
Provide timely updates to Trouble Tickets according to Support Center Guidelines
Worked with Active Directory for the password issue of the client
Interact with inter and intra-departmental support groups to ensure quality service and support
Receive and respond to incoming calls, pages and/or e-mails
Provide excellent and timely customer service