IT Technical Support Engineer
EMP ( Emerging Markets Payments )
مجموع سنوات الخبرة :12 years, 6 أشهر
Working over 24/7 shift bases to perform the following duties:
EMP infrastructure:
- Provide first line support on monitoring and maintaining physical environment
including Data center, fire alarm, air conditioners and UPS.
- Monitoring Network devices, Leased lines, System and Database alerts.
- Report daily activities and events on the monitored systems.
- Handle problems with third parties and open tickets with ISPs.
- Follow diagrams and action plans to detect/resolve problems.
- Adhere to company policies, procedures, and standards (PCI DSS - Payment Card
Industry Data Security Standard).
- Escalate complex problems to second line support teams and apply their advised
corrective actions during their non-working hours.
EMP End users:
- Installing and configuring computer systems within agreed policies/procedures,
diagnose hardware/software, Operating system, applications and network faults.
- Deploy operating system updates and security.
- Resolve problems, incidents and providing resolution either over the phone, face
to face, or via remote support in a timely and efficient manner or escalating if
necessary to the appropriate team then following up incidents and closing request
after make sure satisfying the affected staff.
EMP Clients:
- Monitoring and maintaining network connections between EMP and all clients.
- Provide first line support to users by responding to inquiries related to application
problems, Reported incidents, providing resolution.
- Provide clients with updates, status reports, and information via Ticketing system,
E-Mail, or phone.
- Generate daily reports for open cases on our Ticketing System
Responsible for installing, maintaining and supporting computer
Communication networks within an organization or between
organizations through VOIP Solutions "Avaya Products" and
Security Solutions “Fortinet Products".
Installing, maintaining and supporting new server hardware and
software infrastructure.
Installing, maintaining and supporting Fingerprint Devices for
Time Attendance Management Software for Human Resources and
Payroll.
Installing and maintaining CCTV Surveillance cameras systems.
Additional duties include monitoring equipment, preparing
purchasing requests for materials needed for each project and
writing daily and monthly reports regarding maintenance work
provided