Application Support Engineer
Abu Dhabi Education Council (ADEC)
Total years of experience :13 years, 6 Months
Worked closely with the developers of applications to advise concerning changes on system-levels.
Maintained close collaboration with vendors to ensure timely support whenever necessary.
Test the new features on system in different scenarios to be sure that everything is working fine.
Made effective and much appreciated suggestions for changes in the system applications, and gave expert advice as to proper operation.
Give training for the new joining employee on the system.
Trained the end user on the new features/changes on the system.
Reduce the number of calls for the first level support by highlight the common issue and give solution th
Instruction and specially designed documentation.
Worked productively together with the engineering and customer-support departments and teams.
Prepare reports and summaries as per business requirements
Communicate notifications\information to and from schools, principles, and teachers by phone and email
Arrange for trainings that was provided to schools, prepare slips of login username/password for the users, support them and make sure that they are able to enter the system and perform the required functionalities
Provide 1st level support and technical assistance to all users reaching the Service Desk by phone or email
Support users by providing information, troubleshooting issues and basic configuration that can be done over the phone
Provide remote diagnostics using remote desktop tools in order to have a better view of the problem and take corrective action as defined by the SLA
Install new software releases, system upgrades, evaluate and install patches and resolve software related problems
Troubleshoot basic network problems (LAN\WAN)
MS Outlook, webmail and Active Directory support
Escalate unsolved issues to the appropriate assignment group using the HPSM ticketing tool, make sure accurate information is provided in the ticket and reach the engineer directly by phone if required
Notifying and liaising with resolution groups (including Incident & Problem Management) of all critical and major impact cases
Maintain familiarity with current Service Desk technologies, changes and/or problems with commonly
used software, hardware, and other equipment
Adhere to all established call handling policies and procedures
Communicate concerns with Team Seniors and Supervisors, and provide required orientations and support to more junior members of the team
Maintain document control, prepare reports as required and provide input to update Service Desk Knowledge Base