Dedicated Technician Program

Position ID L2-P01000

Technical Support-L2 Partner Engagement Dedicated Tech

WORK EXPERIENCE

Achievements / Tasks

Respond to support requests from the end users and patiently walk through individuals through basic troubleshooting task.
Problem-solved, diagnosed, and corrected systems to ensure functional objectives were met.
Implemented and monitored user access control methods.
Ensured that all critical IT data remained protected with on site and off -site copies.
Worked with user support teams and other staff members to effectively manage and monitor all systems.
Monitor the deployment to report any issues that may occur due the deployment.
Supporting a range of devices from laptops and desktops to printers and smartphones.
Created and administered security/distribution groups and group policies within the active directory.
Implemented system security by configuring, monitoring, and maintaining email applications and virus protections software.

Achievements / Tasks

Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
Develop company standards for workstations and computer peripherals.
Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.
Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.
Familiar with windows 7,8 and 10 version.
Creating /editing script through the PowerShell
Restoring and granting access to OneDrive data

Achievements / Tasks

Resolving the problem related to Windows OS 7 and 10.
To provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow.
To provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow.
Configure antivirus software to fully protect computers.
Monitor the performance of the computer systems and address issues as they arise.
To act as the on-site contact for all IT related incidents logged in ServiceNow, delivering high quality support across all key applications, networks and desktops/laptops.
Test software performance throughout the desktop network to ensure peak performance.
Install computer hardware and software on desktops to keep versions current.

Install Complex software and hardware, Exchange Online and On-Premises, Datto, Sentinel, IT Boost, Acronis, and Windows Server Backup, ConnectWise Manage, Server Monitoring, Familiar with windows 7,8 and 10, Cisco Meraki, VPN, LAN and Network Diagnoses, VMWARE and HYPER-V, RMM, Automate, O365 Admin Center, ACTIVE DIRECTORY, Webroot Client and hudu