Lindo 07

End User support Technician

Talent

DurbanMember since April 4, 2026

First-line incident managementService request handlingCall logging and classificationTicket lifecycle managementCustomer communicationWindows 11Microsoft Office SuiteMicrosoft 365OutlookMicrosoft TeamsSharePointOneDriveActive DirectoryPassword resetsPermission troubleshootingAccess provisioning supportLAN/WAN environmentsTCP/IPDNSDHCPIP addressingSubnettingDefault gatewaysRoutingSwitchingVLANsWireless connectivityEnd-user network troubleshootingSophos CentralMimecastBASPERSALeDNAVMwareHyper-VVirtual machine deploymentVirtual machine configurationSophos Endpoint ProtectionSophos Mobile Device ManagementSophos XDRVirus and malware removalTechnical documentationAsset register maintenance

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First-line incident managementService request handlingCall logging and classificationTicket lifecycle managementCustomer communication

About

End User Support Technician with hands-on experience delivering first- and second-line IT support within public-sector enterprise environments. Skilled in diagnosing, logging, prioritizing, and resolving incidents and service requests in line with ITSM best practices, with a strong focus on first-call resolution, accurate ticket management, and customer satisfaction. Proficient in supporting Windows operating systems, Microsoft 365, VPN connectivity, LAN environments, and Active Directory user administration.

Experienced in endpoint security monitoring using Sophos Central, email security through Mimecast, and assisting with security platform migrations from Kaspersky to Sophos Endpoint Protection. Recognized for strong troubleshooting ability, clear communication, disciplined call handling, and sound judgement when escalating complex issues to second-line support teams.

Experience

IT Management Intern at KwaZulu-Natal Provincial Treasury (2025-04 – Present)

Delivered first-line IT Service Desk support within a public-sector environment, resolving incidents and service requests through structured support processes and ensuring high levels of customer service.

Delivered first-line IT Service Desk support within a public-sector environment, resolving incidents and service requests through structured support processes and ensuring high levels of customer service.
Responded to and resolved user issues related to Windows 11, Microsoft 365, email access, and network connectivity, achieving first-call resolution whenever possible.
Logged, categorized, prioritized, tracked, and escalated support tickets accurately to ensure timely resolution and adherence to service level expectations.
Administered user accounts in Active Directory, including password resets, account unlocks, permissions management, and access-related support.
Diagnosed and resolved LAN connectivity issues involving DNS, DHCP, TCP/IP settings, network adapters, and workstation connectivity.
Monitored endpoint alerts, investigated security incidents, and supported threat detection and response activities using Sophos Central and Mimecast.
Assisted with the migration from Kaspersky to Sophos Endpoint Protection by uninstalling legacy antivirus software, deploying new endpoint agents, validating policy application, and troubleshooting migration-related issues.
Installed, configured, and supported critical government systems including BAS, PERSAL, and eDNA, ensuring minimal disruption to end users.
Maintained detailed call logs, technical documentation, knowledge base articles, and asset registers to support operational efficiency and audit readiness.