• Operator in IBM AS/400 iSeries Machine. Developing and maintaining procedures for system utilities, such as backups, restores, and configurations and performing daily and weekly backups of production systems and other backups as required. Processing daily sales, monitoring and maintaining server health. Support end users in any related concern on the system. • Acting as the first point of contact for all IT & technical, either face to face or over telephone, remote, email and client site support.• Responsible for diagnosing, resolving hardware, software and end user’s problems.• Remote administration and management of customer premises equipment. • To log & priorities system & user support calls for the second line support team. • Recording and auctioning faults as reported on: PC’s, Servers, Point of Sales, Laptops, Mobile and Network. • Involved in the roll out of software updates and patches.• Configuring and managing backup & restore procedures.• Determining the nature of faults and the steps required to rectify it. • Creating and maintaining email profiles for users. • Document and maintain Help Desk policies and procedures. • Record incoming and outgoing IT stocks and peripherals.• Keep confidential for technical matters.• Identifying & reporting on the budgetary implications of IT projects and upgrades.• Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.• Developing the infrastructure and systems to meet the companies’ needs.• Maintaining a wide range of computer hardware and software programs.• Purchasing of IT Equipment and software in line within agreed budgets.• Supporting a multi-site IT infrastructure of at least 100 employees.• Updating and monitoring IT user accounts.• Configuration and testing of any new hardware and software.• Management of the daily data backup and retrieval scheme.• Ensure computer hardware is safe & complies with health and safety legislation.

Monitor and support helpdesk ticket from talking staff/clients through a series of actions, either face to face or over telephone, email and onsite Support.Escalate for any incident or problem cases to appropriate support staff efficiently and effectively to help improve overall service availability.Deliver services to the end-users using the automated call, remote access over the Internet.Monitoring and maintaining computer system, POS server and network.Maintaining heath of SAP server.Monitor and maintaining health of Antivirus Server. Troubleshooting system and network problems and diagnosing and solving hardware/software fault issues. Installing and configuring computer hardware operating systems and applications.Follow standard process and procedures. Testing and evaluate new technology;Supporting roll-out of new applications; Replacing parts as required;Prioritizing and managing many open cased at one time;? Working continuously on a task until completion (or referral to third party, if appropriate;Following diagrams and written instructions to repair faults or setup as system;Responding within agreed time limits to call-outs;Rapidly establish a good working relationship with customers

Prior to handling phone calls and email will provide technical and network problem resolution to reseller and end-user.Diagnose and resolve technical hardware and software issue involving internet issue and more. Handling support for Cisco Routers Small Business product, and antivirus, Laptops and others.