Desktop Support Engineer
Phillip Morris international
Total years of experience :9 years, 7 Months
- Basic Active Directory (Adding and Deleting Users) Network (Adding network drives etc.)
- Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
-Management in administering and configuring mobile devices for enterprise users via Office365, Intune standalone, Hybrid (SCCM integration with Intune), and Azure Active Directory environments.
-Provide support to clients in administering deployment of policies (configuration and compliance) to company owned/user owned mobile devices.
-Ensure each support request is handled per SLA and to the highest possible user satisfaction by setting the right expectations and fulfilling my commitments.
-Manage office meeting rooms.
- Core competency areas include IT Service management using ServiceNow tool.
- Functional knowledge and implementation experience of ITSM frameworks.
Good knowledge of CMDB and Asset manager services.
- Maintain service level agreement (SLA) and monitor an SLA workflow.
- Level 1&2 technical support to end users.
-Giving support to MENA region.
Installing and configuring software, hardware and networks.
Monitoring system performance and troubleshooting issues.
Ensuring security and efficiency of IT infrastructure.
Fully support, configure, maintain and upgrade corporate customer’s networks and in house servers.
Set up user accounts, permissions and passwords.
Manage network servers and technology tools.
Define network policies and procedures.
Ensure that well site support requirements are planned and executed as
required to facilitate continuous operations.
Follow all safety standards as outlined in the company policy.
Ensure checks are carried out on all equipment for their compliance and
are technically correct for the operation being carried out.
Keeping records of customer interactions, transactions, comments, and complaints.
Strive to quick complaint resolution.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.