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- 1. Stortech Internal IT – Support engineer Duties: System/Application/Network Support Duties at Stortech Internal IT • Mac OSX support essentials Yosemite 101 certificate torque IT • Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2003,2008 • Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services • Interact with numerous computer platforms in a multi-layered client server environment • PABX – configurations – telephone setup with ip address and VLAN configuration • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems • Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime • Troubleshooting network connectivity in a LAN/WAN environment • Requesting and coordinating vendor support • Develop trends by monitoring and analyzing incoming calls, problems and support requests Desktop Support • Install, upgrade, support and troubleshoot windows 95,98,xp,vista,ultimate,windows 7,windows 8 ,8.1,Microsoft Office and any other authorized desktop applications • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment – coordinate with vendors on tonner usage and support. • Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment • Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment • Customize desktop hardware to meet user specifications and site standards • Performs work in compliance within specified warranty requirements • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels • Assisted with Salesure and pastel setup support • Safely package equipment for branches and arrange for the transport of the equipment • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- 2. • When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member • Develop trends by monitoring and analyzing incoming calls, problems and support requests Operational • Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator • Provide user data and application recovery • Email account administration, i.e., account creation, forwarders, management and distribution lists on Exchange 2010 -2013 • User account administration, i.e., account creation and management and password resets on Active Directory • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software • Use tools and methodologies to load, copy and customize operating system configurations for deployment • Responsible for the daily switching of backup tapes at the different backup sites • Provides backup support and assistance to the Network Administrator or IT manager as needed • Responsible for tracking hardware and software inventory • Familiarize end users on basic software, hardware and peripheral device operation • Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator • Works with vendor support contacts to resolve technical issues within the desktop environment • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible • Works with other IT team members regarding new builds and upgrades • Dealing with queries by following departmental procedures for fault resolution • Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines • Arranges for and/or prepares equipment for shipping/receiving • Maintains I.T. records and tracking for area of responsibility • Ensures that supported customer accurately completes the approved work request with the date and time of submission • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures • Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas • Maintain adequate knowledge of operating systems and application software used to provide a high level of support • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures Customer Focus
- 3. • Ensure that there is sufficient support to clients and provide friendly customer service to Stortech members as well as Outsourced companies and subsidiaries. • Prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct • Learning & Researching • Planning & Organizing • Delivering Results and Meeting Customer Expectations • Excellent technical knowledge of pcs and desktop hardware. • Working technical knowledge of current protocols, operating systems and standards • Ability to operate tools, components and peripheral accessories. • A+ and N+ experience • Working knowledge of Exchange and remote control tools • Professional image and grooming • Analytical and problem solving skills • Able to operate effectively in a team environment with both technical and nontechnical team members • security cameras control • biometrics access control • Worked with Vmware,Vsphere – currently wanting to do training for this soon Mango Air flight duties: Stortech Outsourced services  Password resets, account configurations and access control  Computer setups, bios configurations and multiple windows installations along with server implementations  Exchange Mail Box creations  Managing Mango Air flights call Centre network and performing desktop support in multiple areas  Hardware setup and configuration  Maintaining and managing a healthy Active Directory in the mango environment  Security settings implemented and improvements  Account management  Software updating and testing compatibility with certain versions of active environment software.  Migration of user accounts and critical data  Backup implementations  Purchasing equipment for multiple users and verifying if they are valid for the current use  Mail box archiving and PST involvement  Asset database management  Patch panel and switch core Ethernet connectivity
- 4.  Microsoft Office skills and assistance  Remote desktop implementation and assistance  Quote retrieval and purchase request procedure  Software implementation configuration and maintenance.  Health and safety regulation of equipment  Managing Scalability of the network/company and feasibility towards the outwards solution.  In charge of Compiling and Evaluating Monthly IT reports for the Overview of Mango’s IT infrastructure.  Facilities management  server patches and maintenance  Manage and configure WSUS  Antivirus Definition Management