Information Technology Support Engineer
CurrentAs a key member of a 6-person IT team that cover 2 production plants, I provide comprehensive first and second line technical support, specialized in Microsoft technologies and hardware infrastructure management. My role includes troubleshooting software, hardware and network connectivity issues across Windows and Citrix environments.Key responsibilities: - Provide comprehensive first and second line of technical support for the local users through a complex, yet user-friendly, ticketing system. - Offer technical support for any issues related to the access control system and work closely with HR360 software developers to deliver optimal solutions. - Troubleshot PC hardware, software, and peripherals (Lexmark printers, Zebra scanners, handheld devices), ensuring minimal downtime for clients. - Assist with network connectivity issues, including Palo Alto Global VPN and Citrix environments, facilitating seamless remote work capabilities for clients. - Document the solutions in an internal Knowledge Base for troubleshooting common technical issues, streamlining workflows, and ensuring consistent knowledge sharing across teams. - Manage Active Directory local OU, creating and modifying users and groups ensuring appropriate accesses. - Installed and configured laptops and smartphones (android/ ios) replacing the end-of-life devices. Project that I successfully managed 2 years in a row. - Collaborate effectively with IT departments across different time zones, contributing to 24/7 standby duty service for emergency support. - Execute infrastructure upgrades, including removal of legacy switches and installation of new ones, with subsequent troubleshooting to ensure optimal performance.
