Vraj Patel

IT Support / Desktop Support Engineer with 5+ years of experience providing 1st and 2nd line support in fast-paced, SLA-driven environments. Strong expertise in Windows 11, Microsoft 365, and end-user support, including deskside and remote troubleshooting. Experienced in device deployment, networking, and delivering high-quality support to end users, including VIP stakeholders.

IT Support Engineer - Cube Nine - London

(2024-10)

• Provide deskside and remote L1/L2 support for hardware, software, and network issues
• Support Windows 11 and Microsoft 365 users, resolving Outlook, Teams, and access issues
• Troubleshoot VPN, DNS, and connectivity problems for onsite and remote users
• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Manage incidents using ServiceNow and Jira, ensuring SLA compliance
• Perform IMACD tasks including device deployment, relocation, and onboarding
• Support video conferencing tools including Microsoft Teams and Zoom
• Assist with device provisioning using Microsoft Intune and Autopilot (basic exposure)
• Provide basic support for Citrix-based access and remote sessions
• Provide support to users in a fast-paced environment and maintain accurate documentation

Senior IT Engineer - Epoxy Group - India

(2020-08 - 2023-07)

• Delivered deskside and remote L1/L2 support to business users
• Managed Active Directory accounts, permissions, and access issues
• Diagnosed LAN, VPN, and TCP/IP connectivity issues
• Installed and configured desktops, laptops, printers, and network devices
• Maintained IT asset inventory and lifecycle management
• Managed incidents via ticketing systems ensuring SLA targets were met
• Coordinated with vendors for hardware replacement and issue resolution
• Supported system upgrades and hardware rollout projects

Desktop & Network Support Engineer - Asian Computers - India

(2018-07 - 2020-08)

• Installed and configured desktops, laptops, and peripheral devices
• Troubleshot hardware, software, and network connectivity issues
• Supported LAN/WAN environments and basic networking setups
• Logged and tracked incidents using ticketing systems
• Assisted with office IT setups and relocations
• Escalated complex issues to senior engineers when required

Service Desk Engineer - Tech Services - India

(2016-05 - 2018-07)

• Provided first-line support resolving user technical issues
• Logged, tracked, and managed incidents within SLA timelines
• Supported Windows systems, printers, and user account requests
• Performed password resets and access support tasks
• Provided remote support to users and escalated unresolved issues
• Maintained documentation and knowledge base articles