About
Results-driven IT Desktop Support Engineer with hands-on experience in Level 1 and Level 2 support, data centers, and enterprise systems. Skilled in resolving technical issues, supporting IT projects, and optimizing system performance. Proficient with ticketing tools, network setup, and system upgrades. Focused on reliability, security, and user satisfaction.
Skills & Expertise (47)
Work Experience
IT Professional Data Centre & End User Solutions
OPTIS GMBH
Mar 2020 - Jun 2021
Provided advanced support for critical data center infrastructure, including servers, storage, networking, and power systems. Diagnosed and resolved complex hardware and system failures across physical and virtual environments (Dell, HP, Cisco UCS, etc.). Managed and monitored data center health using tools like Nagios, SolarWinds, or Zabbix, proactively addressing capacity and hardware alerts. Supported rack-and-stack operations, including hardware installation, cabling, and labeling per data center standards. Created detailed network documentation for LAN, WAN and Wireless environments. Automated routine data center tasks using PowerShell, Python, or shell scripts to reduce manual effort.
Level 1 and Level 2 Desktop IT Support Engineer
ALDI SÜD INTERNATIONAL SERVICES
Jun 2024 - Jan 2026
Provided Level 1 and Level 2 technical support to end-users via phone, email, and in-person. Handled complex escalations and VIP support, ensuring rapid resolution and minimal downtime. Logged, tracked, and resolved incidents using internal ticketing system such as ServiceNow, Jira and Zendesk. Resolved hardware and software incidents within defined SLA timeframes. Strong knowledge of Microsoft Office 365, Teams, and Exchange support. Deployed, configured, and managed user devices using Microsoft Intune for MDM and MAM policies. Proficient in Windows OS (10, 11) and basic Mac/Linux troubleshooting. Installed and supported enterprise applications (CRM, SAP S/4HANA, Power BI, STARLIMS) according to user requirements. Supported mobile devices (Android/iOS) including email setup and MDM. Experience with Active Directory: user account creation, password resets, and permissions. Created and maintained user and group policies in Active Directory and Azure AD. Network troubleshooting: DNS, DHCP, LAN/WAN, IP addressing. Experience with remote desktop tools (e.g., AnyDesk, TeamViewer, RDP). Experience with imaging/cloning tools (e.g., Acronis, MDT, SCCM).
Level 1 Field Services IT Engineer
ADM WILD Europe GmbH & Co.
Aug 2021 - Apr 2024
Provided technical support for hardware, software and network issues. Managed and resolved support requests across multiple ticketing systems (ServiceNow, Remedy, Zendesk, Jira), ensuring SLA compliance and incident lifecycle accuracy. Resolved and documented incidents and service requests using ServiceNow, maintaining SLA compliance and audit readiness. Supported Windows and macOS environments, including OS installations, driver updates, and system recovery procedures. Conducted system imaging and deployment for new hires and refresh cycles, minimizing onboarding time. Handled printer configurations, network drive mappings, and hardware replacements at user desks and remote locations. Analyzed and diagnosed DNS/DHCP/VPN and other networking issues. Assisted in troubleshooting and resolving VPN and MFA issues for remote staff, improving connectivity reliability.
IT Support Engineer
MCON GmbH
Apr 2019 - Jan 2020
Performed Windows OS installation and imaging across multiple devices using automated deployment tools. Assistance and advice for Windows and Office. Installed and configured network switches, servers, and print servers for optimized IT operations. Provided technical support and troubleshooting for hardware, software, and network-related issues. Assisted end-users with printer installations, maintenance, and toner replacements to maintain business continuity. Coordinated with vendors and remote network teams for advanced issue resolution.
Education
Bachelor in Computer Science - Unknown
2015 - 2019 · Afghanistan
Cambridge International AS & A Levels - Unknown
2013 - 2015 · Afghanistan
Cambridge International 0 levels - Unknown
2009 - 2013 · Afghanistan
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Profile Overview
Availability Details
Visa Status
Citizen
Relocation
Open to Relocation
