Bradley Ochieng
1st Line Helpdesk Support Engineer
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About
1st Line Helpdesk Support Engineer with hands-on experience supporting Microsoft 365 and Google Workspace environments in an MSP. Skilled in user administration, Exchange Online, Microsoft Entra ID, SharePoint, Freshdesk and remote troubleshooting. Passionate about delivering reliable technical support while continuing to build expertise in cloud administration and cybersecurity.
Experience
1st Line Helpdesk Support Engineer - BlueCloud Digital - London, UK (Remote)
(2026-02 - 2026-07)
- Supported Microsoft 365 and Google Workspace administration for business clients.
- Provisioned user accounts, shared mailboxes, aliases and permissions using Exchange Online, Entra ID and SharePoint.
- Troubleshooting Microsoft 365 authentication, mailbox and email delivery issues through Freshdesk.
- Assisted with user onboarding, offboarding and day-to-day account administration.
- Completed structured training in Microsoft 365, Google Workspace and MSP service delivery.
IT Support Intern - STATE DEPARTMENT FOR HIGHER EDUCATION AND RESEARCH - Nairobi, Kenya
(2024-05 - 2024-08)
- Provided first-line technical support by diagnosing and resolving hardware, software and networking issues.
- Monitored network performance and supported LAN installation and configuration projects.
- Assisted with the analysis, testing and implementation of departmental IT systems.
- Configured and tracked ICT equipment while maintaining accurate inventory records.
- Delivered end-user training on office applications to improve staff productivity.
Education
Bachelor of Science - Applied Computer Technology (Forensic Information Technology & Cybercrime) - United States International University - Africa (2019-05 - 2024-08)
