Senior Technical Support Engineer
Trolley Trading Company
Total des années d'expérience :7 years, 4 Mois
· Responsible for configuration & installation of various hardware and software including Point of sales (POS) systems & laptop, Tablets, IP phone, peripherals, Operating Systems (Windows and Mac).
· Providing onsite and remote support for internal end users on a variety of hardware and software issues/Request including PCs & Laptops, Tablets, Peripherals, Operating systems (Windows & Mac), Endpoint security, Business Applications, E-mail (Exchange / office 365), Audio Visual Systems, CCTV, LAN, Wi-Fi
· Ensuring that tickets assigned by IT Help Desk are resolved within agreed SLAs
· Performing technical troubleshooting within complex IT systems environment.
·Ensuring all IT Devices are installed and updated with latest antivirus.
·Updating latest critical & important patches and compliance with IT Security policy.
·Working closely with network and system administrators to diagnose and troubleshooting network.
·Rebooting Operating Systems servers and routers, file & print server access.
· Traveling to company stores for resolving hardware and software issue of POS systems and network issues.
·Formatting and installation of Computer and laptops.Tablets.
·Fixing issue will be by giving guidance to users over the phone or by connecting remotely to users Machines and fix the issue
Remote Monitoring of Network & Client End Connectivity via various Tools
such as Flex master, Zone director, Tel net etc.
• Took inbound calls identifying issues and resolving them through remote
• Usage of Siebel (CRM) applications as per the required assignments.
• Diagnose and troubleshoot technical issues.
• Coordinate the planning, installation, testing and maintenance of
equipment/products
• Performed troubled ticket case management
• Giving Support to Field Engineer from backend
• Monitoring AP and CPE latency, Core Router (Cisco 3400)
• Troubleshoot network issues (DHCP DNS) to clients
• Provided Customer Service understand the need of Clients Service
• Handled Diplomatic Client.
• Successfully created agents and local client base for
business
• Researched Market for better customer service
• Client Retention Cold Callings.
• Handled Team, Managed and Assigned Sales Areas • Presented product and Services for the company.
• Managed land transportation. coordinated all logistics
related issues.
•Lead pitches to new products.
•Managed the process of Sales and Order Management.
courses: CCNA (Certified).