• Alert Monitoring and Event Monitoring related to system / network / application;• Ticket creation and ticket dispatching (+ follow-up);• Gather and analyse logs;• Troubleshoot and resolve incidents based on SOP/procedures;• Identify and analyse problems in order to help the identification of the root cause;• Ensure that the solutions identified are formalized and documented (KB, ITSM, CMDB,...);• Responsible for timely escalation of tickets to an appropriate level;• Deliver productivity improvement and Incident / Event reduction;• Identify repetitive tasks that could be automated.• Participate in crisis call

• Monitoring and maintaining networks and servers.• Upgrading, installing and configuring new hardware and software tomeet company objectives.• Creating user accounts and performing access controls.• Addressing user tickets regarding hardware, software and network.• Experienced in maintaining Server and system of massive retail through SAP to run the business optimally and support Customer Shopping.• Manage POS systems.• Assisting cashiers when they face technical issues on POS devices.• Configuring PDT device and troubleshooting.• Managing internal server issues for Weighing scale( Mettler Toledo).• Conduct Remote troubleshooting.• Follow up with clients to ensure their systems are functional.• Rise and follow up on ticketing system to solve user problems.• Maintaining a wide range of computer hardware and software programme.• Supported and maintained LAN/WAN and related equipment• Performed troubleshooting and configured end user devices such as laptops/desktops, printers, and shared office equipment• Investigate specialist and complex IT support issues.• Maintain and manage the IT asset management.• In-depth knowledge of Microsoft Windows server and client operating systems, XP, win 7, win 8, win 10 & Microsoft Office.

• Responsible for diagnosing & resolving hardware, software & end users problems.• PC assembling.• Windows installation ( Linux, Win 7, Win 8, Win 10).• Software installation and application support.• Performed windows image backup.• Provided help desk support via Telephone and remote access. • Printer installation and troubleshooting.• Data retrieval and recovery procedures.• Remote troubleshooting.• Installation and maintenance of analog CCTV cameras.• IT End User Support