Mahikhan

IT Engineer

EBM • Full-time

Feb 2020 - Present • 6 yrs 8 mos

➢ Provide 1st/2nd line support for hardware, software, network, and system issues. ➢ Troubleshoot Windows OS, Microsoft 365, Outlook and connectivity problems. ➢ Diagnose and resolve user issues via remote tools (RDP, AnyDesk, TeamViewer). ➢ Manage and maintain endpoints, printers, laptops, desktops, and mobile devices. ➢ Create, modify, and disable user accounts in Active Directory. ➢ Assist users with password resets, MFA, and access issues. ➢ Log, track, and resolve incidents using ITSM tools (Ivanti). ➢ Prioritize tickets according to SLA and escalate unresolved issues to higher tiers. ➢ Document solutions, technical procedures, and recurring issues for knowledge base. ➢ Support network troubleshooting (DNS, DHCP, IP configuration, Wi-Fi, VPN). ➢ Deliver high-quality customer service by communicating clearly with end-users. ➢ Ensure timely follow-up and provide status updates on all open tickets. ➢ Train or guide users on basic tools. ➢ Ensure compliance with company policies, security standards, and data protections. ➢ Configure, deploy, and troubleshoot IP phones across the organization. ➢ Perform annual deployment and replacement of aging desktops and laptops. ➢ Provide support for meeting room setups, including Logitech video conferencing. ➢ Assist Network Engineer with the deployment and installation of new IT infrastructure ➢ User Internet Access Management via IAM Portal. ➢ Plant Panel Internet Connectivity Implementation ➢ Rack Maintenance, Cable Management, and Tagging.