Information Technology Support Engineer

• Aug 2022 - Present

- Provide technical support across Rashays stores, warehouse and office through email, phone and site visit. - Utilize Freshdesk ticketing system to effectively prioritize, update and escalate issues to level 3 in a timely manner ensuring effective customer service. - Managing all IT aspects of staff on-boarding and off-boarding processes, including liaising with team and stakeholders in setting up user accounts configuring hardware and software, and providing necessary permissions to various programs within Rashays managed system and applications. - Inventory management using Asset Tiger and liaising with third party company for ordering IT equipment's required in the office and across Rashays stores, their timely servicing and handle RMA request as per warranty. - Creating backup, Restore and recovery plan for windows, files and data while also addressing common and complex computer and operating systems (10/11) issues like BSOD, BIOS, update and upgrade, driver installation, network connectivity, boot failure and etc. Office and store setup like connecting PC in a domain, configuring local account, cables connectivity, setting up desk with dual monitors, ensuring hardware and software health etc - Troubleshoot issues relating to outlook such as adding multiple accounts, recovering outlook data file(.Ost), setting up signature as well as automatic replies, managing outlook add on and setting up separate folder and rules. Performing administrative tasks in Active directory (ADDS) such as creating account for new staffs, implementing group policies (GPO), resetting password, adding in different groups, resolve account disable and lockout issues, provide NTFS permissions to users and files. - Experienced on Microsoft Azure on creating single and bulk users, setting up MFA, self- service password reset, providing access to different resources and subscriptions, device enrollment and software deployment in Intune. Show less