Callcenter IT Support Specialist
Kharafi Global Trading Co.
Total des années d'expérience :18 years, 0 Mois
Duties and Responsibilities:
• 24/7 on call Support
• Managing and handling any technical concern regarding Nexus Software.
• Setup and configuring Avaya Software to all Callcenter Agent and Supervisors.
• Answering incoming calls and analyze the queries and problems from Callcenter Supervisors.
• Software setup and configuring through remote access using VPN connection.
• Performing daily, weekly and monthly Backup (Network and Local Server).
• Purchasing any IT related equipment to the suppliers.
• Managing and maintaining Microsoft Windows Server Environment.
• Installing, maintaining and supporting computer communication networks within organization and
Branches.
• Setting up user accounts, permission and password.
• Planning, implementing and maintaining a windows server active directory infrastructure.
• Implementing and managing Microsoft Exchange Server.
• Installing, supporting and maintaining new hardware and software infrastructure.
• Performing Backups (Network / Local)
• Managing email, anti-spam and virus protection.
• Planning and implementing future IT developments and undertaking project work.
• Ensuring the most cost-effective and efficient use of servers.
• Manages and Administering Mac Operating System and Windows (XP/Win7/Win8) workstations.
• Manages SAP for Biostar and TAMS (Time Attendance Management System).
• TCP/IP configuration and administration of IIS for Intranet.
• Adding, maintaining and removing objects within Active Directory.
• Supporting Microsoft Office 2007/2010.
• Configuring Mac and PCs for employees insuring access only to appropriate applications and screens.
• Working with clients and IT team to install and troubleshoot software remotely via VNC Server, Phone and Teamviewer for clients in some branches and main office in Iraq.
• Providing technical support and troubleshooting for company representatives and employees. Receive help requests via telephone and email; assess problems.
• Providing end-user technological support for computer (Mac and PC) and LAN/ WAN related issues.
• Documenting success in responding all inquiries and tickets in a timely manner.
• Assisting in discovery, research and resolution of technical issues both Mac and PC.
• Preparing daily workloads and co-ordinating the daily allocation of work.
• Purchase new equipment (e.g. laptop, desktop, printer) both Mac and PC which is suitable for new employee according to their work field.
• Hardware and Software Upgrades and Installations for Windows and MAC computers.
• Maintain and ensures that the Main Office and Showrooms hardware, computer accessories, software and application system are operational at all time. (Periodically conducts preventive maintenance routines, systems upgrade; troubleshoot and provide IT related problem fix whenever possible.
• Assess the needs of candidates and refer them to appropriate services available throughout the department.
• Monitors and controls inventory of hardware, software (installers, licenses and backups), databases, network and overall computerized system implementation.
• Customer support, Problem Solving and Software Upgrades.
• Direct responsible for supervision and training of level field.
• Servicing/troubleshooting for customer offsite e.g. network connections setup and configuration of software applications.
• Provides effective and consistent technical support.
• Researching for technical solutions.
• Manages staff of 5 technical support representatives in the showroom.
• Performs other duties that maybe assigned from time to time.
• Handles redirection of calls to appropriate person in a pool of eight employees.
• Responsible for scheduling meetings of all employees.
• Composed and distributed inter-departmental memorandums (emails, documentary, etc) ensuring timely delivery and receipt of vital information for maintaining confidentiality.
• Managed mail contribution for all the employees.
• Verifies accuracy of data, collated data from various systems and compiles in manageable spreadsheets.
94 % GPA. Apple Certified Mac Technical. Apple Certified Portable Technical. Apple Certified Desktop Technical. Certified Microsoft Technical. IT Field Specialization. CCNA Networking