Support Engineer

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Support Engineer

ID : 1763

Education level : Master's degree

Work experience level : Associate- (1-2 year experience)

Work experience in total : Years

Job type : Online

Job time : Maandelijks

Last date of registration :

2022-12-25

Being a highly organized individual with 2+ years of experience in installing new software and diagnosing performance issues seeking a position as a Network Analyst, where I can assist the networking department and Inbound and Outbound application and transaction support with my knowledge of developing and maintaining networks and implementing network security measures.

Level 2 Support Engineer - St Vincent De Paul Society, Melbourne, VIC - (Aug 2021 – Current)

Provide end-user support for UCA computer systems located in national offices..
Solving tickets through OZ ticketing system
On boarding and terminations of users in Active Directory
Analyse application data to assess performance and uncover problems.
Work in a team environment to complete all testing activities according to schedule.
Coordinate resolutions with the development team and project managers.
Complete root cause analysis of defects.
Monitor data processing, quality assurance, and development activities.
To act as the on-site contact for all IT related incidents logged in ServiceNow, Master ticketing delivers high quality support across all key applications, networks and desktops/laptops.
Perform all aspects of desktop support including installation and configuration of computers, hardware problem diagnosis and repair, application installation, and assist with network connectivity troubleshooting.
Record all contacts, troubleshooting steps, and resolutions into the IT Service Desk Management
tool.
Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc).
Assist in person, or remotely, in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
Maintain printing systems and assist with network printer system maintenance.
Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
Monitor conference room performance and maintenance schedule.
Respond to incoming tickets using the helpdesk dashboard, email or phone. In many cases, phone support and verbal communication will be necessary.
Installing and troubleshooting of 3rd party applications like office 365, Access, Avaya communicator and chrome etc.;
Working with installation of routers, switches, POS machines and troubleshooting the technical & network issues in the stores and sites, resolving issues in a timely manner with optimum customer service.
Managing and configuring user accounts, groups and distribution groups related changes using windows-based local AD administrator.
Assisting in troubleshooting and configuring printers and its related networking issues onsite and remotely to SVDP conferences, stores and sites.
Troubleshooting, diagnosing, testing, deploying and resolving landlines (VoIP, SIP based Avaya, Audio Codes) related telephony issues as well as supporting the call centre operations

Application Support Analyst - Artificial Penetration Software Solutions PVT LTD, India - (Jun 2016 – Jun
2017)

Provided first level support to the firm's IT Infrastructure, Applications, and Network.
Provided timely response to all incidents, outages, and actionable alerts. Categorize issues for escalation to appropriate technical teams
Identified and prioritised incidents in accordance with customer business requirements, organizational policies and operational impact.
Collected and reviewed performance reports for various systems and reported trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
Monitored a wide variety of information and network systems.
Document in accordance with standard organization policies and procedures.
Notified customer and third-party service providers of issues, outages and remediation status.
Worked with internal and external technical and service teams to create and/or update knowledge base articles and CMDB.
Performed basic systems testing and operational tasks which includes but not limited to Event
Correlation and Event Aggregation.
Provided Support to multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules will include day or evening hours.
Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts and provide inputs for Root Cause Analysis.
Identified and addressed day to day continuous improvement activities.

Assistant Manager - Nando’s, Geelong - (Aug 2017 – Aug 2021)

Optimizing inventory and minimized stock shortages, waste, and subsequently overhead cost.
Maintaining safe work procedures and promoting safety culture with zero harm.
Evaluating daily deliveries, product levels, and stock takes to improve inventory control procedures.
Organizing quarterly safety meetings and updating safety policy and procedures for a team of up to 16 staff.
Planning and organizing tasks to ensure projected sales are met and accurately processing the sales at the end of the shift regularly·
Training staff to provide good customer service to improve the sales and be respectable with each other in the workplace.
Responding with customer complaints through emails and over phone calls.
We use REDCAT software for Point of sales in our restaurant.
Responsible for creating a fun environment in the working place to feel comfortable for team members.

Extensive knowledge of routing protocols including RIP v1/v2, OSPF, BGP, EIGRP and static routing gained through my university projects.
Extensive knowledge of SD-WAN technology.
Strong understanding of Layer 2 technologies and protocols required to increase the overall security and speed of the networking infrastructure including VLANS gained during university course work.
Ability to configure VLANS with 802.1q tagging and using VLAN Trunk protocol to reduce misconfiguration and centralize VLAN management as well as the spanning tree protocol to prevent loops among the networking devices gained at Charles Sturt University.
Hands-on experience in implementing routing protocols through Cisco Packet Tracer acquired from university assignments and projects.
Able to use Microsoft Office 365 to write professional reports and create presentations at university and create staff rosters at Nando’s.
Experience in PowerShell scripting in exchange server.
Solving tickets through Help Master Ticketing, Service now, oz Tickets and Jira.

Strong leadership skills demonstrated by efficiently managing a team of six members and being responsible for making decisions as an Assistant Manager at Nando’s
Strong multi-tasking skills with the ability to effectively organise and prioritise tasks acquired by successfully completing projects and assignments on time during university studies as well as in my workplace
Accurate problem-solving skills gained by promptly addressing concerns and finding solutions whilst working in group projects at Charles Sturt University
Ability to work under pressure and in a busy workplace environment with a high degree of autonomy developed and demonstrated whilst working as an Assistant Manager at Nando’s.

Certifications:

CISCO CCNA Certified, CISCO ID: CSCO13482100
Microsoft Technology Associate certification in HTML5 Application Development, Software Development Fundamentals and Web development Fundamentals

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