IT Technical Support Engineer
M.H Alshaya Co WLL
Total years of experience :3 years, 4 Months
Ensuring a 95%+ SLA in issue resolution for users based on ticket- based tracking system.
• Installing configuring and updating POS systems
• Manage backups, troubleshoot and maintain secure data communication.
• Installation of IT Infrastructures in accordance with established organizational policies, standards and procedures.
• Installing and configuring office 365 and other office applications.
• Monitor the availability of all Internetworking devices and the performance of LAN and WAN.
• To Co-ordinate with other operations like Application and Project Team to resolve day to day escalations.
• Ensure all IT systems are following PCIDDS standard.
• Handle network design, cabling and installation of new stores
• Installing and administering Centos Server.
• Installing, configuring, and maintaining services such as MySQL, LDAP etc
• Monitoring and maintaining DB Backups and Disk Space etc
• Installation and troubleshooting of Access Point and PDT Scanners
• Resolve all the P3/P2/P1 prioritizing issues in our queue.
• Monitoring the platform and troubleshoot issues escalated from level 1 engineers
• Monitor the log files and log information of the jobs
• Scheduling, monitoring and troubleshooting of jobs using crontab
• Trouble shooting disk space issues.
• Testing and implementing the customized scripts
• Escalate to development team when complex issues are faced.
• Tune the operations of the platform and suggest improvements
• Linux server administration (Centos, Ubuntu, RHEL etc.)
• Working in different hosting platforms like dedicated servers, shared servers and cloud technologies
• Handling Level 1 requests from clients and escalate the tickets to Level 2 when necessary
• Provide support by working in rotational shifts (24/7) based on client and organization requirements
• Interact with clients over chat, email and phone based on the requirement
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