Technical Support Specialist

[Reem]

- Troubleshoot & Resolve Technical issues and incidents- Escalate incidents to other support groups where appropriate in a timely manner.- Receive all service request from the end users.- Provide the first line of support for standard requests.- Follow up the request through lifecycle and update the Customer/Requestor with the request status.- Communicate with the Customer/Requestor if the request is denied or once it has been fulfilled.- Perform operational and administration tasks for entire IT Infrastructure and application- Diagnose, and perform proper assessment of Network and systems related issues, and their resolution as L1 support in a timely manner.- Communicate and coordination with the internal / external L2 support team as required for proper escalation of the incidents- Installation, configuration and troubleshooting for PC’s and IT devices- Conduct Infrastructure\application performance analysis across different regions and provide the performance reports to management.- Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.- Answer IT support calls , emails, Tickets providing solutions and/or escalating requests and incidents to designated second level responders.- Proceed ITSM tickets for IT inquiries\incidents\service requests and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.- Perform operational and administration tasks for IT Infrastructure\Applications in different regions using available tools to ensure the high availability.- Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.- Coordinate with the system owners to deploy the permanent resolution of the problems and update the CMDB and KEDB as required.

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