Senior On-Site Support Enginer
ETISALAT
Total years of experience :23 years, 5 Months
o Supporting internal users in their everyday IT related issues & handling calls assigned by IT Service Desk.
o Setting up and maintaining various desktops, workstations and servers.
o Responding to system failures and work to resolving issues related to desktops and applications.
o Analyzing and resolving product support deficiencies.
o Maintaining and enhancing personal technical skills (breadth and depth) to support the test lab computing needs of the infrastructure at site.
o Using remote tools to connect to clients, customers & resolving their IT related issues.
o Ensuring timely process through which problems are controlled.
o Resolving less complex problems, escalating more complex problems to senior level for resolution.
o Troubleshooting & resolving network related issues in the section as well as remote areas.
o Installing and updating security patches & firmware in systems and network devices.
o Installing and implementing network printers & sharing
o Escalating issues to vendors for desktops, laptops, printers & network devices which are still under warranty
o Assessing and recommending improvements to systems & network operations which include hardware, software, communications and operating systems
o Providing day-today hardware & networking support for Etisalat Payment Machines (kiosks) in city as well as in remote areas.
o Providing support for Buisness counters connected through Citrix WYSE Thin Clients located in Etisalat premises & Outlets in city & in remote areas.
o Upgrading & updating hardware/software for desktops, laptops, Citrix WYSE thin clients & network printers.
o Supporting users with their corporate emails on mobile devices which include but not limited to Blackberry, I phone, I pad etc.
o Troubleshooting, diagnosing, resolving and repairing server-related hardware & software malfunctions, including workstations and communication infrastructure.
o Installation & deployment of McAfee Antivirus system for securing internal IT systems, servers and databases.
o Implement and maintain all network, security, and computer systems to meet the organization's current and future requirements.
o Day to day administration of the network and computer systems which include but not limited to the creation, deletion, and maintenance of user accounts, mailboxes, distribution lists, groups and all associated security parameters.
o Upgrading server operating systems & applying security patches to ensure smooth running of applications.
o Managing users login, access, permissions, home folders through Active Directory
Open tickets for calls from users/customers via telephone and/or email into the helpdesk ticketing System (Nilex).
Assign calls/tickets to support engineers
Setup and maintain various desktops, workstations, and servers.
Respond to system failures and work to resolve issues related to desktops and applications.
Analyze and resolve product support deficiencies.
Maintain and enhance personal technical skills (breadth and depth) to support the test lab computing needs of the IT Infrastructure at site.
Responsible for ensuring timely process through which problems are controlled. Position requires problem recognition, research, isolation, resolution, and follow-up steps.
Resolve less complex problems immediately, and escalate more complex problems to Senior Level for resolution. Typically involves use of problem management database and help desk system.
Provide 1st Level Support & 2nd level technical support to customers.
Troubleshooting and resolving technical issues within the Department.
+Troubleshooting PC systems, printer, switches & routers connected to the network
+Keeping current networks & camera security systems up to date
+Installing new network cables, solving current cabling problems and determining the causes of network failure
+Installing and managing new software on servers and systems connected to the network
+Operation of Traffic Control System installed at Mina Zayed Port for Heavy Vehicles
+Monitoring, maintaining and troubleshooting the connected peripherals for smooth operation
+Data processing activities which includes: updating the traffic data, converting the traffic data into meaningful form & compiling monthly reports for higher management
Provide technical support in the areas of computer operations, computer repair, desktop support (hardware & software), helpdesk, and data management.
+Perform a variety of information technology support duties to ensure smooth running of computers (hardware & software).
+Monitor, operate, coordinate, assist and train others in the operation of computer hardware, software, and peripherals.
+Troubleshoot, diagnose problems, and implement corrective action procedures. Troubleshoot repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers).
+Provide support for users on the company's internal network.
+Windows Programming with Visual C++ +Database Design & Development (RDBMS) +Oracle & UNIX +Project Management +Distributed Networks
+Document & Numerical Processing (MS Word & MS Excel) +Programming in Dbase, COBOL & C++ +Communication Skills +System Analysis: Design & Development +Multi User Operating System: Novell & UNIX
7 Subjects Including English and Mathematics