Riyadh, Saudi Arabia
Accomplished hard working with a rapidly increasing range of industry range experience looking to bring strong instincts and s proven of procedural compliance, process management and strong operated skills to a rapidly growing company.
* End-User & Support: Provide L2/L3 onsite and remote support (software, hardware, networking, printers, scanners). Manage tickets, incidents, and requests to ensure quality resolution. * IT Administration (Servers & Virtualization): Administer Windows Server (2012 R2, 2016, 2019, 2022), Hyper-V, vCenter, ESXi, and hardware (HP, Dell, Fujitsu). * IT Administration (Cloud & Security): Manage Microsoft 365, Intune (cloud computing), Azure infrastructure, Microsoft Defender, and G Suite. * Storage & Backup: Administer NAS (Synology), SAN storage, and Azure Backup; design storage solutions. * Network Administration: Configure and manage firewalls (Fortinet, Cisco, Mikrotik, Unifi UDM), switching, access points, cabling, routing, VPN IPsec, WAN, VxLAN, high availability, and redundancy. * Core & Cloud Networking: Expertise in enterprise networking, cloud networking, and cloud security. * Projects: Lead project management, technical implementations, and troubleshooting for hardware (laptops, desktops, servers) and software (Windows & macOS).
* Deliver onsite Level 2 technical support across two major hospital sites, ensuring high availability of IT services. * Build and maintain a world-class support organization, setting a high standard for technical leadership and service quality. * Provide flexible technical management aligned with varying operational processes. * Identify and implement hardware and software solutions tailored to clinical and administrative needs. * Troubleshoot, diagnose, and repair complex IT issues across systems, networks, and endpoints. * Install, configure, and maintain hardware, software, and peripherals. * Manage backup and recovery operations to ensure data integrity and business continuity. * Resolve incidents involving software, hardware, networking, and all types of printers and scanners. * Repair hardware faults for desktops, laptops, servers, and storage devices. * Administer Active Directory (computer and user account management). * Deploy operating systems and manage backup/recovery using MDT (Microsoft Deployment Toolkit). * Track team workflow and record SLA performance. * Manage ticketing systems and handle user requests end-to-end. * Train helpdesk staff on soft skills and technical best practices. * Coordinate with third-party vendors to resolve escalated cases.
* Lead and manage global support for Fujitsu hardware materials, including servers, storage systems, laptops, desktops, workstations, and monitors. * Handle all cases in compliance with SLA and warranty terms. * Lead and coordinate all Fujitsu service partners across multiple countries and cities, providing technical assistance, troubleshooting, and resolution for complex issues. * Assign and manage difficult hardware cases escalated to L2 and L3 engineers, ensuring timely solutions for customers and field engineers. * Support logistics department with ordering peripheral parts, quotations, and inventory replenishment. * Troubleshoot hardware issues (servers, storage, desktops, laptops, monitors) and software problems, working closely with service providers to facilitate repairs. * Demonstrate courtesy and strong interpersonal skills in all customer and engineer interactions. * Escalate critical issues to upper management and L3/L4 engineers while maintaining positive customer rapport. * Assist customers with resolving issues related to VMware, SAP, SUSE Linux systems, backup, and recovery. * Lead helpdesk operations, troubleshooting, and customer assistance for both software and hardware issues. * Manage support calls using strong soft skills in Arabic, French, and English.
*Prepare technical responses to requests for quotes, assignment costs,timeframes and alternative solutions. *configured hardware, devices and software to set up work stations. *monitored systems in operation and quick troubleshot errors.
# Mission: Supervision * Supervise IT infrastructure using monitoring tools: $Universe (or USS Universe?) and Nagios. * Monitor infrastructure platforms including systems, databases, networks, hardware machines, and applications. * Oversee business applications, databases, services, and tablespace management. * Perform first-level analysis of alarms and alerts. * Supervise and operate the job scheduler. * Escalate incidents to relevant entities via SMS, email, and other channels. * Control and maintain UNIX AIX systems. # Mission: Operations * Provide end-to-end support for scheduled batch operations. * Respond to ad-hoc operational requests and one-time jobs. * Handle batch shells, scripts, and SQL. * Manage the end-to-end billing cycle. # Mission: Incident Management * Manage the monthly billing process using scripts and monitor critical steps. * Acknowledge and accept tickets at the Incident Management Console. * Qualify the scope and impact of each incident. * Resolve incidents within N1 (Level 1) scope. * Escalate to relevant entities when necessary.