Technical Support Analyst
Zahra Technology LLC
Total years of experience :12 years, 5 Months
Providing Video Conferencing & Audio, video support to Standard Chartered Bank.
• Accountable for the end user’s experience in conference rooms with audio and video conferencing equipment.
• Provide support to product, sales, technical teams and vendors for solution development, deployment and critical customer requirements.
• Maintain and operate all Tele-presence systems including Polycom and Tandberg, NEC Projectors, LAN connections etc.
• Provide IT support/IT facilities to users in differences conferences.
• Provide remotely support to all users related all IT issues
The following duties have been assigned to me.
•Receive technical/application support calls from end user.
•Diagnose and provide solution, when unable to resolve assign it Field Support Engineer.
•Troubleshoot and verify the level-2 issues and escalate them to level-3 with proper escalation procedure.
•Manage the Ticketing System of request/issue received from client and end-user.
•Maintain the tickets of training, re-training & refresher trainings.
•Maintain knowledge base of resolution to provide instant solution.
•Manage the nationwide team while assigning them task to meet the client SLA.
•Communicate with clients regarding database updating & running issue.
