Islam Mohamed Rawag

"IT Help Desk Specialist-2nd line support & Apple Macintosh Technical Support" Full Time

• Job Details:Work as a team leader in Managing & assigning incoming requests to the helpdesk team. Preparing the document for internal procedures . Second line support troubleshooting of IT related problems from in‐house Software to Hardware all kind of printers. Install, test and configure Apple Macintosh platform OS, profile , applications and printer . Resolve problems, configure Email, Backup, and restore mobile data and internet connection for all smart mobile phone such as (blackberry –iPhone – Samsung – all kinds of smart phone and tablets). Develop and direct projects to improve help‐desk support capability. Act as a consultant and resource to the Help‐Desk Manager . Setup, manage & maintain Linux servers. Develop and provide expert technical training in solving more advanced user’s problems and inquiries, technical coaching, and mentoring to other help‐desk employees. Working with independent software vendors to solve technical issues as needed . Configuring and implement access points . Configure Oracle applications on user computers and test it. Follow up with customers to ensure issue has been resolved. Follow up the status of problem tickets, and communication progress timely manner and record resolution. Create and deploy Desktop images per company standard Provide helpdesk support and resolve problems to the end user’s satisfaction . Configure and implement mail and scan to folder Through LAN printer such as (XEROX, CANON, and OCE) printers .