Saiman I

IT Support Engineer with 4+ years' experience delivering Tier-1/Tier-2 technical support across software, hardware, and cloud systems

Talent

LondonMember since July 1, 2026

GrafanaPrometheusTCP/IPDNSVPNConnectivity issuesKnowledge base articlesInternal runbooksAzure Active DirectoryMicrosoft 365Intune configurations

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GrafanaPrometheusTCP/IPDNSVPN

About

IT Support Engineer with 4+ years' experience delivering Tier-1/Tier-2 technical support across software, hardware, and cloud systems. Experienced in diagnosing and resolving application, network, and platform issues using monitoring and diagnostic tools. Known for improving SLA metrics, streamlining workflows, and creating clear documentation to support teams and end users.

Experience

IT Support Engineer - HRCheck - London, UK

(2020-09)

Part time: Sep 2020 – Aug 2024 Full time: August 2024 – Present

Provided Tier-1/Tier-2 support for Windows, macOS, and Linux systems, resolving 50+ tickets/week across software, network, API, and account issues while maintaining 95% SLA compliance.
Managed and administered user accounts in Azure Active Directory and Microsoft 365, including Teams and Intune configurations; supported onboarding/offboarding for 100+ users.
Troubleshot and resolved complex incidents, including API failures, latency, data discrepancies, and connectivity issues; escalated P1/P2 incidents to L3, reducing recurring incidents by 25%.
Configured and troubleshot networking tasks, including TCP/IP, DNS resolution, VPN connectivity, and maintained reliable LAN/WAN connections for 50+ endpoints, ensuring minimal downtime for users.
Monitored systems with CloudWatch, Grafana, and Prometheus; flagged issues to engineering, helping speed up incident resolution.
Managed user accounts, permissions, and onboarding for platform integrations; supported automated setups and API configurations to optimize adoption.
Developed and maintained internal runbooks, troubleshooting guides, and customer-facing knowledge base articles, improving first-contact resolution by 20%.
Collaborated with Engineering, Product, and Operations teams to streamline workflows, enforce GDPR and security compliance, and enhance customer satisfaction (CSAT 4.8/5).
Generated and analyzed daily/weekly reports on incident trends, system reliability, and service usage to inform operational improvements.