Ahmed Ali

It Help Desk SpecialistFull Time

• Job Details:• ▪ Serve as the first point of contact for end users seeking technical assistance over the phone or email • ▪ Perform remote troubleshooting through diagnostic techniques and pertinent questions • ▪ Supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred. • ▪ Determine the best solution based on the issue and details provided by end users • ▪ Walk the customer through the problem-solving process • ▪ Direct unresolved issues to the next level of support personnel • ▪ Provide accurate information on IT products or services • ▪ Record events and problems and their resolution in logs • ▪ Follow-up and update end user’s status and information • ▪ Pass on any feedback or suggestions by customers to the appropriate internal team • ▪ Identify and suggest possible improvements in procedures • ▪ Manage PC setup and deployment for new employees using standard hardware, images and software • ▪ Perform timely workstation hardware and software upgrades as required • ▪ Diagnosing and solving hardware/software faults • ▪ Managing and troubleshooting any end-user equipment printers, scanner and VC

Technical Support RepresentativeFull Time

• Job Details:▪ Performing branch daily tasks of technical issues using established. ▪ Handling customer site technical and new installation visits as well. ▪ Performance tools procedures. ▪ Perform tasks and procedures related to systems updates for new customers pending installation and old customers. ▪ Configuring ADSL CPE and other configuration, wireless … etc. ▪ Analyzing, identifying errors & creating tickets for any related escalation to handle customer problem. ▪ Updating existing tickets for branch visitors (customers). ▪ Reporting to branch or visit senior. ▪ Daily status reports.