IT Support Engineer
Securetech LLC
Total years of experience :23 years, 7 Months
Leading the Internal IT Team and providing end-to-end support to all staff on enterprise software, systems, network and hardware related issues, in accordance with business needs and agreed IT service levels
Duties and Responsibilities:
• Management of Microsoft Azure, M365 and MS Exchange Online.
• Maintains and manages Active Directory Server (Domain Controller), Print Server, File Server, Backup Server, Database Server and other Application Servers.
• Manages the Internal IT Team and monitor the subordinate’s daily activities.
• Server migration and virtualization.
• Provides the end-users with responsive and efficient IT technical assistance and guidance.
• Ticket management at Manage Engine Service Desk Plus.
• Communicates and interacts closely with end users when providing support, whether in person, via the IT Helpdesk system, email, or phone.
• Manages and maintains user IT equipment, including company provided software, systems and computing devices.
• Ensures IT asset management processes are effectively used to maintain IT inventory, including assignment of equipment and software licenses.
• Ensures all user-related IT support information and tickets are accurately entered and maintained in the IT Helpdesk system to ensure quality data collection on incidents, requests, changes, assets and related SLA performance.
• Takes personal responsibility for testing and implementing new solutions that increase business productivity.
• Follows all company protocols for the purchasing of IT hardware, software and services, including collaborating with the Procurement team to obtain the best possible prices and terms.
• Supports the appropriate reuse and eventual disposal of IT assets according to agreed equipment life cycles.
• Coordinates closely with IT suppliers when needed to escalate technical support issues, or for assessing new solutions and related implementations.
• Builds strong rapport and trust with IT system users by providing excellent customer support levels and technical expertise.
• Acts as an internal customer service agent to collect feedback on the quality of IT Operations services and equipment, and escalates this for continuous improvement purposes.
• Ensures office IT business resources including Servers, IP Telephone system, network devices, printers, meeting room AV equipment, WiFi, access control systems and CCTV systems are working optimally.
• Coordinates closely with the HR team for new staff onboarding involving IT equipment and system access provisioning.
• Supports user awareness and compliance to company Information Security and Acceptable IT Use policies and procedures, including training new joiners and contractors/partners before they use company resources.
• Supports business software installations and general computing end-point maintenance and security patching.
Responsible for supporting the company’s different business units with
over 1000 employees, 3000 students and over 2000 computer systems. Ensuring that all IT hardware, software and network devices are
configured and installed correctly.
Duties and Responsibilities:
• Installation and maintenance of all systems within the company’s
digital environment.
• Maintains and manages Microsoft Windows 2008 R2/2012 server
operating systems.
• Manages Microsoft Active Directory and Microsoft Azure Services.
• Maintains and manages Active Directory Server (Domain Controller),
File Server, Print Server and Backup Server.
• Server migration and virtualization.
• Maintains and manages the Helpdesk Ticketing System.
• Cloning or imaging of desktops/laptops using Macrium and Norton Ghost imaging software.
• Installation, troubleshooting and repair of IBM Servers and HP Servers,
Dell/HP computers, Dell/HP laptops, Apple iMac computers, iPads,
Samsung tablets and other IT equipment.
• Installation and configuration of desktops/laptops with Windows 7,
Windows 8/10/11 operating system, Microsoft Office 2013/2016/2019,
Office 365 applications.
• Plans and implements system security policies, to include firewall
configuration, file and folder permissions, computer ports access,
group policy management and antivirus installation
and management.
• Installation, configuration and monitoring of CISCO/Fortinet/Juniper
firewalls, CISCO routers, CISCO/HP managed and unmanaged
switches and Aruba/Proxim wireless access points.
• Setup and configuration of site-to-site VPN.
• Maintains and manages the Backup of all servers, virtual machines
and QNAP & Synology Network Attached Storage.
• Structured cabling and configuration of data and telephone
networks.
• Management of Mitel VoIP Telephone system, Panasonic PBX
system and TVM system.
• Administering and monitoring of Hikvision Biometric machines and
attendance system.
• Management of digital display system, queue management system
and AV equipment.
• Maintains and manages the Samsung and IDTek security
management system including security access/ID cards and
CCTV system.
• Management of PaperCut printing solution software.
• Responsible for IT Asset Management.
• Installation, troubleshooting and repair of all HP Printers, Sharp,
Triumph Adler (TA) Multifunction Printers, Zebra Barcode/RFID
Tag printers and Fargo ID access card printers.
• Installation and configuration of interactive whiteboards, SHARP/BENQ
interactive TV screens, and projectors.
• Conducts trainings and educational workshops as per the
requirement of the company.
• Responsible for shortlisting of IT products and vendor coordination.
System and Network Administration.
Responsible for the daily operation of the IT Department.
Manages the Technical Services Department for its daily operation for sales and services.
System and Network Administration.