It support engineer

 A primary focus of answering Level 1 and 2 support calls, logging requests and issues within our ticketing system and working on Managed Service tasks.
 Triage and dispatch tickets logged via email and phone.
 Monitoring of systems and pro-actively resolving problems, or escalation as required.
 Manage and triage Base 2 Support mailbox, raising and dispatching tickets whenever is necessary.
 Manage clients' expectations on issues and tasks raised, own the issue through the solution, involving others as required.
 Performing remote-desktop-control support, installing, troubleshooting and maintaining (Active Directory, Windows and Mac OS, Office 365, network, workstations and laptops, printers, phones, softwares, Dropbox and One Drive,
etc).
 Perform on-site visits when required.
 Regular communication with the client and when required, regular reporting of progress.
 Quick and timely escalation of issues to the senior engineering team when required.
 Maintain a high level of Documentation for the client and services supplied.

 Responsible for the configuration and connection of Electronic Partnership Broadband (EPBB) on Fuji Xerox devices.
 In charge of liaising with costumers in order to identify the probable causes related to unsuccessful connection attempts.

 Working directly with customers to provide exceptional services, solving hardware, software and network issues.
 In charge of logging and processing users' calls and e-mails using query ticketing system.
 Responsible for managing inventory, stocks of equipment, consumables and other supplies.
 Perform installation and configuration of computer hardware, software, systems, networks, printers and scanners.
 Responsible for creating and maintaining procedures documentation and knowledge base.

 Information Security: In charge of supporting the Senior Information Security Analyst with the internal and external audit controls analysis, SoD (Segregation of Duty governance) implementation and systems users' access control.
 Infrastructure: Working directly with customers to provide exceptional diagnosis and troubleshooting hardware, software and network faults. In charge of supporting Windows desktops, laptops and Blackberry's operating systems.
 Responsible for logging and processing support users' calls and emails.
 On duty of inventory/stocks of equipment, consumables and other supplies management.
 Responsible for installing and configuring computer peripherals, softwares, systems, shared printers and folders.
 Systems: Responsible for examining and evaluating current systems, identifying system requirements and liaising with users to track faults, additional requirements and features.

 Responsible for evaluate several audit procedures related to Changes Management, Logical Access and Data Backup/Recovery in companies' Information Systems, Databases, Operational Systems, Data Center and IT environment according to EY Global Audit Methodology (ITIL and COBIT best practices) in order to identify the weaknesses and creating an action plan to prevent security breaches.
 In charge of interviewing the IT manager/analyst in order to understand the whole environment and procedures related to the IT department.
 Responsible for performing statistical sampling to perform testing and walk through procedures to determine company compliance according to EY Global Audit Methodology.
 In charge of making the walk through and testing procedures documentation, containing all the samples and evidences.
 Responsible for communicating and, if needed, recommend to the IT manager, revisions to audit procedures to enhance the internal processes efficiency.

 Responsible for providing first and second level technical support to customers (email/phone/remote desktop support).
 In charge of installing and configuring computer hardware, softwares, networks, printers and scanners and when needed, repairing, upgrading and replacing parts.
 Responsible for servers’ incremental/full backup routines.
 Perform the Active Directory administration, such as creating/blocking users,
granting/revoking permissions, creating/including users to groups, creating GPO's and processes documentation.
 Responsible for internal Web applications development using PHP, HTML, CSS, JavaScript, MySQL and Apache.