Technical Support Specialist
PCS
Total years of experience :13 years, 5 Months
(IDRAK Fine Finishing, One of DMG Companies), Outsourced from (Public Cloud Service)
Day-to-day tasks include overseeing a multitude of projects related to the IT Dept. These have included system hardware/software inventory, region-wide software updates, configuration of new computers and other similar tasks
•Creating a workaround
•Inspect and Installs IT related hardware equipment and networking components
•Identify and escalate situations requiring urgent attention
•Track and route Incidents/Problems and requests and document resolution
•Provide user capability support for all AGM standard applications
•Manage and troubleshoot Printers, Scanners and user accounts from Active Directory
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and user problems referring more complex problems to supervisor or more technical staff.
•Instructs users in use of equipment, software, and manuals.
•Determines whether problem is caused by hardware or SW programs
•Logs and tracks calls through HP Service Manager ticketing system
•Trains users on software and hardware on-site
•Execute spot checks on user’s PC’s to ensure compliance with company information security policy and ensure that all PC’s best practices are maintained as per the approved checklist
•Distribute and explains e-mail, Internet, information security policy, hardware acknowledgment form to end-users and maintain a log registry for users.
•Review hardware assets and assets tags across company
Global Knowledge
•As a member in the technical team of Global knowledge, I moved as an outsourcing To
Participated and shared responsibility in various Administrative Tasks
Identify appropriate assignment
•Assign unresolved requests to the appropriate subject matter expert/service Owner
•Initiate escalations
•Assists in changes, releases and user training
Install, configure, and support the LANs/WANs and Internet systems
•Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability
•Assist and work with my team as we build solutions to customers as a projects, Like build a data centre with cables, servers, cameras and all equipments that business and deal needs
• Manage and support all equipments that provided by the company to the customers by monitor performance and resolve any issues and problems that affect on the business with the customers
Provide 1st and 2nd level support to asset users for all computer hardware (including all peripherals)and software related problems, questions and requests
•Resolve assigned service calls within SLA
•Close assigned IT calls with accurate date, time and solution description
•Document actions and keep open call information updated in IT system
•Maintain & update configuration items in Asset Management Database (including disposals)
•Own process for new users including equipment order and configuration as well as user induction
•Provide support to presentations and events that require
Performing incident determination
•Initiating a change request
•Executing a workaround and resolution, if applicable
•Installing a permanent fix for the incident
•Providing effective resolution to the incident/problem in accordance with the priority service level and update the closure portion of the ticket on the system
•Identifying resolved incidents as candidates for inclusion in the operational documentation
Information