IT Support Engineer
SystemRapid
Total years of experience :12 years, 1 Months
o Act as a first point of contact and attend to all IT related queries of Dubai and Abu Dhabi corporate office staff & visitors;
o Maintaining and providing support by voice, electronic means or site visit to all Dubai and Abu Dhabi project site offices;
o Installing and configuring computer hardware, software, systems, networks, printers and scanners
o Planning and undertaking scheduled maintenance upgrades
o Supporting the roll-out of new applications;
o Setting up new users' accounts and profiles and dealing with password issues;
o Investigating, diagnosing and solving computer software and hardware faults
o Repairing equipment and replacing parts
o Prioritizing and managing many open cases at one time;
o Rapidly establishing a good working relationship with customers and other professionals, such as software developers;
o Testing and evaluating new technology;
o Managing stocks of equipment, consumables and other supplies.
o Provides technical troubleshooting session with business partners - via phone, email and remote session. Interact with partners at all levels, with demonstrated ability to communicate with both the very basic user to the technically advance (Network Administrators, System Administrators).
o Pillar in security solutions such as Bitdefender Endpoint Security and Bitdefender for Exchange. Focuses mainly on installs and maintains information and systems security solutions in a client-server environment for small medium business.
o Performs configuration and support of other Solarwinds N-able solutions such as but not limited to N-Central, Patch Manager, Report Manager, Remote Control Manager, Automation Manager, etc.
o Maintaining customer service complaint logs and information as well as internal service records o Conducting root cause analysis that will lead to effective problem solving
o Work closely with other groups including R&D to implement enhancements that improve product reliability and serviceability
o Manage and work support tickets per industry best practices and utilizing existing CRM systems o Developing customer-facing documentation for our website on an as-needed basis (author and edit knowledge base articles) and maintain working lab systems to facilitate reproduction of issues.
o Provides technical support to Trend Micro Home & Home Office users powered by Smart Protection Network cloud security infrastructure that stops threats in cyberspace or "the cloud". Takes first-line support via different support channels - phone, email, chat and remote session.
o Performs troubleshooting such as but not limited to virus removal, PC tune-up, installation and configuration of Trend Micro Titanium Antivirus, Internet Security, Trend Micro Safe-sync, Trend Micro Mobile Security, Direct Pass - Password protection, etc.
o Analyze malware samples and logs to include heuristics in pattern updates to improve blocking, detection and cleanup of malware.
o Documents troubleshooting guides and problem resolution steps.
o Replicates issues to ensure issues are addressed timely.
o Remotely access customer’s computer for malware infection cases using WebEx.
o Ensure cases are logged in the CRM tool
o Continuously improve and upgrade technical knowledge and skills through training and certification
o Use existing knowledge-base, and contribute and improve online solutions to resolve cases
o Proactively shares knowledge through technical sharing and training, solution contribution and self-service participation