Provide first and second-line technical support to end-users through remote technologies and telephone support, ensuring timely resolution of issues.
Expertise in troubleshooting and resolving issues related to endpoints, including desktops, laptops, mobile devices, Citrix systems, and Cisco VPN clients.
Act as the main on-site point of contact for project delivery, leading migrations of over 200 users onto Windows 11 devices.
Accurately triage and assess the impact and urgency of faults/requests, meeting SLAs and OLAs consistently.
Manage and progress tickets through their lifecycle, ensuring customer closure and satisfaction.
Proficient in Active Directory, Intune, and mobile device management, including policy deployment and troubleshooting.
Create and maintain support documentation and knowledge base articles for internal reference.
Identify potential security incidents and major incidents, collaborating with security teams for containment and remediation.
Build and image laptops using SCCM and Windows Autopilot, configuring Windows 10 and 11.
Handle hardware and software upgrades, installations, and remote support using various tools and technologies.
Experience with print solutions for on-premises print servers and Azure Universal print solutions.
Provide flexibility to attend customer sites nationwide for on-site support when required.
IT Support Engineer
Professional Background
2022 - Present
Previous Experience
2009 - 2022
Led teams within the logistics department, meeting departmental KPIs and SLIs consistently.
Managed learning and development activities for early career leaders, enhancing leadership and management skills.
Designed and delivered training packages tailored to personnel at various levels within the organisation.
Provided regular insight and feedback to senior management teams and stakeholders for continuous improvement.
Championed the values of the organization and fostered a culture of enhanced operational performance.
Liaised with external organisations and international counterparts to facilitate logistics planning processes for the organisation as a whole.
Maintained and updated database information for equipment maintenance and tracking, ensuring swift availability for deployment.
Utilised computer databases for inventory management and asset tracking.
Managed stock accountability and rotation in line with organisational requirements.
Implemented equipment maintenance schedules and conducted asset management checks to a high standard.
Completed all relevant paperwork for equipment prior to overseas deployment.
As an IT Support Engineer, I provide end-to-end technical support, specialising in troubleshooting and resolving issues across diverse endpoints.
Proficient in Active Directory and Intune, I ensure efficient policy deployment and troubleshooting while meeting service level agreements. Additionally, I play a key role in service and project delivery, including on-site support for customers nationwide.
Responsibilities
Responsibilities