Technical Support
STC
Total years of experience :6 years, 4 Months
Managing and Configuring Cisco Call Manager by Adding the New Extensions.
• Managing and configuring App Space Server by Adding the New Screens.
• Working on Passive Network by Termination the New Network Points.
• Managing and Configuring and Monitoring the Access Control Server.
• Maintaining and monitoring The CCTV System
Apply technical knowledge to operate in different areas such as server administration, technical security management, performance management, etc.
Integrate technical knowledge and business understanding to solve incidents for users.
Receive, log and escalate service requests as a first point of contact for the Service on the ticketing system following agreed procedures
Provide Level 1 and Level 2 software and hardware support
Resolve Service Request & Incident tickets
Provide technical advice to customers
Use ITSM system to log, assign and escalate tickets
Troubleshoots and restores technical services and/or equipment issues
Analyze, identifie and diagnose faults and systems using defined processes and tools
Serves as the key interface with the back line support teams to prevent problems, facilitates problem resolution, and provides overall outstanding customer services
Manage staffing and schedule of help desk analysts
Provide regional/area coverage that might stretch beyond working hours.
Provide On-site/Remote support to End users (in some cases 24/7 on call Service support).
Prepare reports in a timely and diligent manner such as Business reviews, inventory reports etc.