Desktop Support Engineer

Introduction:

With over 10 years of experience in IT support, the candidate has extensive expertise in managing, troubleshooting, and maintaining IT infrastructure, software, and hardware. They are skilled in managing support via various platforms such as JIRA, emails, and phone, ensuring timely resolution of technical issues. Their experience includes working on systems, security event analysis, patch management, and incident management. The candidate has worked in network administration, including the configuration and troubleshooting of routers, switches, and network protocols. They are proficient in database management, including Microsoft SQL Server, and have contributed to security efforts like virus protection and group policy management. They have also worked on wireless network configuration and VOIP systems like Asterisk and 3CX. With a passion for improving efficiency and user satisfaction, the candidate thrives in dynamic environments, delivering technical solutions for complex problems. They have demonstrated leadership in managing projects, including analyzing and modeling user requirements, as well as scheduling tasks during project development.

Responsibilities:

• Implemented, maintained, and monitored systems, infrastructure, software, and hardware.
• Troubleshot and resolved technical issues for users through JIRA, emails, and phone support.
• Managed support tickets and ensured timely resolution of all incoming issues.
• Supported new application releases, tested new technologies, and provided updates to systems.
• Assisted in IT projects related to security, infrastructure, and development.
• Monitored service quality indicators and reported deviations to the responsible technical officer.
• Conducted security event analysis and managed incidents to ensure system security.
• Installed, configured, and maintained network equipment, including routers and switches.
• Provided IT support for VOIP systems like ASTERISK and 3CX, ensuring smooth communication.
• Managed wireless network configuration, administration, and security.
• Conducted patch management and recommended new IT technologies to enhance efficiency.
• Provided backup management, reporting, and recovery services for critical systems.
• Configured and troubleshot Microsoft Outlook and Outlook Express for users.