on IT Desktop Support Engineer
Algihaz Holding
Total des années d'expérience :11 years, 2 Mois
Responsibilities:
•User administration (setup and maintaining account)
•Maintaining system
•Verify that peripherals are working properly
•Quickly arrange repair for hardware in occasion of hardware failure
•Monitor system performance
•Create file systems
•Office 365 Installation
•Managing License with Vendors
Responsibilities:
•Install software
•Create a backup and recovery policy
•Monitor network communication
•Update system as soon as new version of OS and application software comes out
•Implement the policies for the use of the computer system and network
•Setup security policies for users.
•Password and identity management
•Manage incoming calls to the Helpdesk via telephone and e-mail/IM, ensuring courteous, timely, and effective resolution to End Users' issues.
•Install, modify, and repair computer hardware and software.
•Run diagnostic programs to resolve problems.
•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
•Resolve Printer Hardware issues.
•Respond to queries either in person or over the phone.
•Design and enforce request handling and escalation policies and procedures.
Engineer. (Under the Contract with Al Manarah Comm& IT) Responsibilities:
•Serve as the first point of contact for customers seeking technical assistance over the phone or email
•Perform remote troubleshooting through diagnostic techniques
•Determine the best solution based on the issue and details provided by customers
•Walk the customer through the problem-solving process
•Direct unresolved issues to the next level of support personnel
•Provide accurate information on IT products or services
•Record events and problems and their resolution in logs
•Follow-up and update customer status and information
•Pass on any feedback or suggestions by customers to the appropriate internal team.
•Identify and suggest possible improvements on procedures
•Coordinate and/or perform hands-on fixes at the desktop level onsite, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
•ICIS application supports to be printer support with intermec printer and supports with ICIS application team helping assigning ICIS queues
•Monitor and test fixes to ensure problems have been adequately resolved.
•Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
•Resolve Printer Hardware issues.
•Configuring Heavy Duty Printer to DHCP network.
•Respond to queries either in person or over the phone.
•Receive complaint ticket from team leader. Acknowledge and contact customer if it is solved by remotely or visited to customer.
•Install, modify, and repair computer hardware and software.
•Run diagnostic programs to resolve problems.
•Respond to queries either in person or over the phone. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
•Install computer peripherals for users.
•Follow up with customers to ensure issue has been resolved.
•Gain feedback from customers about computer usage.
•Run reports to determine malfunctions that continue to occur.
•Followed help-desk policies to the letter - Prepared reports of activity and stayed up to date regarding system information.