Field Support Engineer
Diyar United Company
Total des années d'expérience :13 years, 10 Mois
• Responded to end-user calls and log incidents in BMC Remedy.
• Guide users with a simple step by step instructions
• Handling the day to day operation support
• Responsible of maintaining and deploying pc, laptops, printers and other peripherals
• Diagnose and resolve hardware and software issues
• Conduct a remote troubleshooting with the client through SCCM software.
• Follow up with the client to make sure their issue is resolved
• Help in creating a technical document
• Direct the resolved issues to the next level support
- Network level: WAN and LAN connectivity, routers, firewalls, and security
- Internal systems, cloud and network infrastructure.
- Microsoft related technologies: Windows Server, Exchange and SQL
- Virtualization technologies: VMware and Microsoft
- Remote access solution: VPN, Terminal Services, and Configuration Manager
- Remote monitoring and management of system alerts and notifications
- Work escalated support issues related to Microsoft’s core business solutions, WAN and LAN connectivity, routers,
firewalls, security, and remote access solutions.
- Perform network assessments, security audits and new client consultations
- Participate in the administration and maintenance of the systems: update, agent scripts, respond to alerts, monitor
dashboard, and periodic system review
- Work with business units to Engineer projects, identify new products and solutions, and research solutions for
existing clients
- Document maintenance for all computer systems and network infrastructure
- Communication with customers as required: keeping them informed of incident progress, notifying them of
impending changes or agreed outages
- Be available for other engineers and coach them to resolution
B.S in Management Information Systems Major in Web Development Learning about management information systems and who to use it to develop and improve business for example the power of RDBM and how to use it in web applications, reports and software a long with other technologies like .Net framework, Markup languages (HTML,XML,..)
High school diploma