- provides L1 and L2 technical support through phone, email, and chat support with a focus on prompt first-call resolution, avoiding ticket breaches, and highly acceptable resolution.- Use the Manage Engine ITSM Ticketing tool to manage and solve incidents.- Manage and enhance our Microsoft deployment tool MDT and deploy unattended Windows images to any model of Windows computer along with SCCM agent and other post-installation software.- Upgrade from an old to a new computer using MDT and automatically join the domain and migrate user data.- Professionally identify the incident or work order and assign it to a specialized engineer along with follow-ups to achieve the best user satisfaction and properly close the ticket.- Update our assets record after each installation or collection and regularly perform asset verification based.- Coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.- Collaborate with other IT teams across the organization.- Research with the management to improve the usability of our network operations and IT Service.- During peak hours, work as a service desk by taking SD calls and remotely support users to avoid missed calls.

- Monitoring center's ERP system issues and follow-up with the developer and giving modules access to our employees, solve TasAuto App issues as these issues were highly accorded at the beginning of ERP deployment.- Installed all computers from scratch, with permanent solutions of morpho fingerprint, and Java configurations with a full solution in case all configurations are messed up/virus infected.- Configured printers to be used on the network to print from anywhere within the center.- Rebuild the network cables structure of some offices and made them organized and more reliable.- Train our employees about SOP, security policies, data privacy, attendance machines, Access control systems, USB, and file-sharing policy.- Provide assistance to customers of re-load E-dirham cash and support them if problems exist (kiosk issue, failed transaction) and support during their training process in a professional manner.- Solve Email and Microsoft 365 issues.- Monitor and maintain inventory of computer systems, laptops, technical tools, Antivirus and software licenses and the rest of assets under the IT department then report our inventory document to management.

- As a help desk, I am responsible to provide technical assistance to end-user with laptops, computer hardware and software, printers, fax, and projectors.- Troubleshoot and repair computer hardware and software issues via phone, in person, or perform remote Desktop troubleshooting using team viewer and anydesk help desk software.- Backup and Sync our data to cloud storage to ensure our data is safe and backed up.- Excellent communication skills with the ability to effectively deal with company staff in different situations.- Innovative and dedicated at the work as sometimes works for 12 hours continuously every day for one month during the season period, and at every while.- Install and configure network hardware routers, access points, firewalls, network VPNs, and Proxy Configuration to reach the information security standards.- Troubleshoot workstation's internet connectivity faults, CCTV, and network performance.- Monitor our company equipment and system performance from mobile, laptop, and computers.