Senior Support Engineer

Basic Function: Purpose and Scope Senior Support Engineer maintains the computer systems of CLMC, ensuring that they run smoothly and provides technical support and advice to computer users. Reports to: IT Service Operations Lead Supervises: IT Help Desk Officer and Support Engineers Tasks and Responsibilities Managing and Maintaining Active directory users, groups and computers Managing and maintaining Group Policies and File server security groups Responsible for installing and configuring computer hardware [repairing and replacing parts] Responsible for installing and configuring computer software (Windows 7 - 8 platforms , MS Office 2007 and up, Team viewer, Antivirus ...etc) Responsible for maintaining inventory of Hardware/software and licenses Responsible for running backup process on daily basis Responsible for planning and undertaking scheduled maintenance upgrades Responsible for troubleshooting and resolving MS Office applications' issues [MS Outlook, MS Word, MS Excel ...etc] Responsible for troubleshooting CRM access [invalid login, CRM failure to connect...etc] Responsible for all network related installations and troubleshooting[cabling, labeling ...etc] Responsible for new sites installations and Maintenance [cabinet, cabling & labeling [Data and Telephone], patch panels, switches ...etc] Responsible for Troubleshooting issues that involve Users' profile errors [user failed to log in, mailbox could not connect ...etc] Skills Excellent knowledge in Active Directory and Exchange server [user profile creation and mailbox] Excellent knowledge in network installation and Cisco switches' troubleshooting Good Communication skills with allcomputer users to determine the nature of problems by providing support remotely or by phone or an on-site visit Patience and capable of working well under pressure Ready to work in a group and able tosupervise junior technical staff Ready to respond to all breakdownsat all times Ready to work on/off site at all Caritas' centers Enthusiasm for continuous improvement and learning Experience in managing Active Directory Environment, EMC Storage, CISCO Routers and Switches, CRM, and Databases.