1st line/2nd line Support Engineer
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Results-driven and customer-focused IT Support Engineer with years of hands-on experience delivering 1st and 2nd line support in fast-paced, client-facing environments. Skilled in troubleshooting complex hardware, software, and network issues, with proven expertise in Microsoft 365, Windows Server, firewall configuration, and virtualisation technologies (Hyper-V, VMware). Experienced in managing client relationships, optimising service delivery, and mentoring junior engineers.
Strong grasp of ITIL practices and cyber security best practices, with a passion for continuous service improvement and automation using tools like PowerShell and Power Automate. Adept at providing telephone support and utilizing helpdesk software, including ServiceNow, to manage and resolve user issues efficiently.
Delivered advanced 2nd line support for a wide client base, resolving complex issues related to Microsoft 365, Windows Server, and network infrastructure. Utilized telephone support and the ServiceNow IT service management platform to manage and prioritize incoming requests.
Led escalations from 1st line engineers and provided timely resolutions to maintain high levels of client satisfaction, demonstrating excellent communication skills in all user interactions.
Configured and maintained firewalls (including SonicWall) and implemented secure remote access via VPN, adhering to networking principles. Performed Active Directory administration tasks to manage user accounts and permissions.
Supported and maintained virtualised server environments using Hyper-V and VMware. Provided basic Microsoft Office 365 support to end-users, ensuring seamless operation of Operating Systems.
Contributed to IT projects including hardware rollouts and Microsoft 365 migrations. Built and deployed laptop clones as part of hardware refresh initiatives, ensuring all devices met security standards.
Created and updated technical documentation, including knowledge base articles and best practices, for IT service management. Ensured all tasks were managed via the helpdesk system.
Used PowerShell scripts to automate routine tasks, improving team efficiency and enhancing operational excellence. Offered user laptop health checks to proactively identify and resolve potential issues.
Participated in monthly client service reviews and ensured SLA targets were consistently met. Reviewed ticket trends with the line manager to identify areas for service improvement and enhance problem-solving strategies.
Mentored junior staff and contributed to internal training initiatives. Provided enthusiastic support to the team and firm with ad-hoc IT tasks, leveraging strong communication skills.
Provided 1st and 2nd line IT support for internal and external users across Windows 10 and 365 environments, leveraging telephone support and helpdesk software. Supported Operating Systems and Office 365 functionalities.
Supported network monitoring, server maintenance, and patch management in line with security protocols. Carried out Active Directory administration tasks to support user account management.
Assisted with VoIP deployment and troubleshooting across multiple sites, utilizing knowledge of SIP and networking principles. Provided basic Microsoft Office 365 support to end-users.
Worked collaboratively with technical teams to roll out IT solutions and streamline internal processes. Built and deployed laptop clones to support user hardware needs, ensuring compatibility with existing infrastructure.
Engaged clients in a proactive and professional manner, consistently meeting service expectations. Demonstrated enthusiastic communication skills in all user interactions.
Supported helpdesk operations by managing tickets and assisting users with technical issues under supervision. Ensured all tasks were managed via the helpdesk system, contributing to efficient IT service management.
Developed foundational experience in network troubleshooting, Active Directory, and Windows Server environments. Provided user laptop health checks as part of routine maintenance, focusing on problem-solving.
Contributed to infrastructure maintenance and software updates, gaining early experience in IT operations. Supported team and firm with ad-hoc IT tasks, demonstrating adaptability and technical assistance skills.
University of Huddersfield MSc Cybersecurity and Digital forensics
Bowen University BSc Computer Science and Information Technology
