IT Support engineer
ABB
مجموع سنوات الخبرة :18 years, 7 أشهر
POSITION: - IT Support Engineer, ABB, Dubai - UAE
Responsibilities: IT Support
• Responsible for checking server status both hardware and software on a regular basis
• Handle the tasks of managing data backup of servers by checking backup logs and restoring files
• Responsible for attending calls regarding laptop, desktop, Workstation & server
• Maintaining and updating Asset
• Installation & configuration of LAN (Win NT, Win 2000)
• Trouble shooting the networking related problems.
• Troubleshooting & maintenance of PCs.
• Fault finding & trouble shooting of Monitor, SMPS, Mother Board.
• Installation of Operating Systems Win98, Win XP, Win NT,
• Win 2000, Win 2003 etc.
• Installation of various software.
• Installation of device drivers & hardware components.
• Configuration of Printer, Modem, Scanner.
Additional Responsibilities: IT Security& Risk
• Developing, establishing, and implementing the Information Security Strategy to Protect ABB‘s electronic information.
• Defining, establishing, and maintaining standards concerning Information and IS Security
• Developing, rolling out and improving of the Information Security services together with GF-IS Operations and GF-IS Compliance
• Improving security awareness for all users of IS systems
• Managing the Information Security Incident Response Process
• Researching and investigating threats, risks and vulnerabilities
• Developing measures and strategies to close security gaps and preventing incidents
• Physically protecting information not stored on IS Systems Privacy
• When applicable, acting as the contact person to external security regulatory bodies
• Antivirus support and escalation
• Providing support for SAP Enterprise Portal (Netweaver) 6.0, 7.0.
• Creating new users, Locking and Deletion of Users in Enterprise Portal.
• Provide production support aspects of the team to SAP users globally .
• Assigning Authorizations, Roles, Profiles to users.
• SAP patch updates.
• Printer setup, check spool consistency through SPAD, check spool for printing .
• Providing support for SAP BW and also SAP OM.
• Performed Local, Remote Client copy and Client Export and Import.
• Workload analysis, operating system monitoring.
• Providing support for Accenture SAP users globally.
• Attend carefully and resourcefully in customer interactions to troubleshoot and
resolve technical problems.
• Installing SAP GUI on Accenture workstations remotely.
• Closely work with the SAP Basis and Security team in releasing SAP patches as
well as in resolving the access issues of the SAP global users.
• As necessary, coordinate with peers and the product team to generate hotfixes
and other solutions for customer blocking issues.
• Assist customers with collection and analysis of debugging data, including
memory dumps and network traces.
• Work with the development team and also with the 3rd level support team for
resolving the high priority tickets in the said SLA’s.
• Incident Management Role - work with the onshore incident management team
for handling the priorities.
• Providing performance metrics on incident response and resolution times.
• Establishing a contact point for customers when escalations are breached.
• Providing up-to-date information to customers on progress of priority issues.
• Providing the next path to escalation and resolution .
• Establishing root cause and Known Errors.
• Supporting Incident Management in restoring services.
• Maintain ownership, monitoring, tracking and communications about incidents.
• Routine audits of systems and software.
• Performing backups.
• Applying operating system updates and configuration changes.
• Installing and configuring new hardware and software.
• Adding, removing, or updating user account information, resetting passwords, etc.
• Answering technical queries.
• Responsibility for security.
• Responsibility for documenting the configuration of the system.
• Troubleshooting any reported problems.
• System performance tuning.
• Keeping the network up and running.