Assistant System Administrator
CurrentProvide technical support to the enterprise end-user computing environment (implementation, configuration, monitoring, service interruption recovery)Provide level 1 and 2 maintenance and support for end-user desktop, laptop, printer, dongles, video conference suites, and other end-user peripherals based on Company policies, processes, and proceduresRespond to telephone calls/emails, escalated services requests, and tickets to diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, follow up steps, and communicationIdentify, evaluate, prioritize and resolve customer issues through Company Customer Support systems.Troubleshoot client hardware and software and basic network connectivity problems.Escalate problems to appropriate support specialists and follow up until completion.Actively implement and roll out approved EUD upgrades, patches, and hotfixes as per Company policies and procedures.Provide user account management activities such as creation, deletion, modification…etc.Administer and provide user account and profiles privileges as per Company policies and procedures.Develop and maintain operational procedures, user manuals, and knowledge base.Provide basic training to users and/or peers to develop solutions and resolve problems.Perform activities related to the evaluation, analysis, and set up of PC-based software products.Coordinate with internal and external stakeholders to identify hardware defects and resolve software issues.Conduct proactive maintenance and administration (run book activities).Maintain asset inventory operations as per Company policies and procedures.
