Yasser Ali

IT Helpdesk SupervisorFull Time

• Job Details:Handle all end users IT technical and systems functionality queries received through Manege Engine service desk –ticketing system, telephone and email • Resolve any IT technical and systems functionality issues in a timely and effective manner by MSRA & Remote CCM • Troubleshoot and resolve end-user’s hardware, operating system, and software related problems • Conduct initial and basic root cause analysis on the all received tickets in order to find or recommend permanent solutions for repeated issues or problems • Provide a friendly and professional service for end-users • Ensure that all IT technical and systems functionality incidents, queries and requests are logged on the ticketing system and escalate any issues when necessary to the 2nd level support • 1st level of escalation for any issues related to IT helpdesk • Followup on any outstanding calls, priorities issues and ensure customer expectations are exceeded • Train the users for the new applications usage and how to avoid repeated problems • Provide support and guidance to junior IT helpdesk Agents

IT Support EngineerFull Time

• Job Details:Provide first‐line support to end‐users regarding computer hardware, software, network, and technical issues to ensure the computer systems efficiency Troubleshoot system and network issues to diagnose and solve the software/hardware errors Escalate unresolved queries and tickets to the next level of support to handle them properly Install and configure selected software and hardware products to update and improve the software and hardware systems Maintain printer queues by evaluating the overall printing process to improve the print service efficiency Resolve technical problems related to Local Area Networks (LAN) to ensure the network devices connectivity Recommend changes in software and hardware to improve computer capabilities Document and visualize the network diagram to update the network documentation to minimize the downtime

IT Technical Support EngeinerFull Time

• Job Details:Monitor and maintain the computer systems and networks of an organization. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person. Installing and configuring computer hardware operating systems and applications. Monitoring and maintaining computer systems and networks. Troubleshooting system and network problems and diagnosing and solving hardware or software faults. Replacing parts as required. Setting up new users’ accounts and profiles and dealing with password issues in organization Local network and Domain.