IT Desktop Engineer
Dubai Islamic Bank
Total years of experience :15 years, 1 Months
• Working as an active team member and section support for Technical Support team for Network, Desktop and core banking applications related issues.
• Basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, and Terminal Services.
• Ensuring administrative and IT records are entered and updated correctly.
• Logging, monitoring, updating, follow-ups and escalation of IT requests/incidents reported to second level support and higher management if required.
• Managing and Resolving Incidents Reported via HPSM to restore a normal service as quickly as possible and to minimize the impact on business, thus ensuring that the best possible levels of service quality and availability are maintained within the agreed SLA.
• IT Service Management (ITSM) based on ITIL best practices, ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
• Working on Microsoft Active Directory, and SCCM, HPSM,
• Provide comprehensive support for LAN, WAN and MAN hard-wired and wireless systems.
• Administrate and maintain the group of Windows 2000/2003 high availability servers ensuring uptime, applications & operating system patches, maintenance releases, applying appropriate security policies, Group Policy Objects (GPO), and performing backup and recovery duties. Maintain user’s log.
• Installing, supporting and maintaining new server hardware and software infrastructure.
• Provide technical support of all aspects concerning client workstations and peripherals.
• Provide installation, maintenance and problem resolution of all computer equipment classified as below:
• Serve as first line of support for internal technical support issues received by phone, e-mail or other method.
• Configure windows workstations operating systems, Win 2000, Win XP and Vista and provide support for Microsoft Office software.
• Provide trouble shooting and support to all users’ connection to the WLAN system.
• Perform system maintenance and hardware/ software upgrades as needed.
C grad
B
