Phindile Confidence

Technical and results-driven IT Support Specialist with hands-on Level 2 enterprise support experience and a strong foundation in infrastructure troubleshooting. Experienced in diagnosing and repairing hardware, supporting Windows and macOS environments, managing user devices and IT assets, administering Active Directory and Microsoft Intune, and resolving network and Microsoft 365 issues. Practical experience troubleshooting Veeam Backup & Replication, HPE StoreEver tape library infrastructure, SQL Server environments, Qmuzik applications hosted on SQL Server, and virtual machines.

Strong problem-solving approach with experience performing root-cause analysis, configuration changes, service restoration, vendor escalation and post-repair validation. Comfortable working across endpoint, server, database, virtualization, backup and hardware environments, with a clear career focus toward advanced L3 technical support.

Onsite IT Technician (Level 2 Support) - HEMMERSBACH - Johannesburg, South Africa

(2024-06)

• Provide Level 2 onsite and remote technical support for enterprise users, resolving hardware, software, operating system, application, network and infrastructure incidents.
• Perform hands-on hardware diagnostics and repairs, including identifying faulty components, replacing hardware and restoring user equipment to operational condition.
• Troubleshoot complex incidents through structured investigation, evidence gathering, configuration validation, root-cause analysis and service restoration.
• Manage incidents and service requests end-to-end using ServiceNow (SNOW) and KISS while maintaining SLA and KPI requirements.
• Administer Active Directory and Microsoft Intune, including user access, account administration, device enrollment, application deployment and endpoint configuration.
• Support Windows and macOS endpoints through deployment, imaging, upgrades, maintenance, security configuration and lifecycle management.
• Maintain and manage IT assets, including asset registers, equipment allocation, tracking, accountability and lifecycle control.
• Troubleshoot Microsoft 365, Outlook, Teams and enterprise application issues, including remote support using Bomgar and other diagnostic tools.
• Troubleshoot TCP/IP, DNS, DHCP, VPN and LAN/WAN connectivity issues and perform physical network diagnostics when required.
• Perform SQL Server-related updates and support troubleshooting for Qmuzik, an application hosted on SQL Server.
• Support virtual machine maintenance and troubleshooting, investigating VM availability, performance and operational issues.
• Troubleshoot Veeam Backup & Replication and tape infrastructure issues, including backup job failures, media pool configuration and tape library dependencies.
• Troubleshoot HPE StoreEver tape library hardware issues and coordinate vendor escalation, onsite engineering intervention and post-repair validation.
• Validate infrastructure changes after hardware replacement, including network configuration and backup environment functionality.
• Work across endpoint, application, database, virtualization, backup and hardware environments, developing broader infrastructure troubleshooting capability beyond traditional desktop support.
• Investigated a Veeam backup failure that initially appeared related to a password issue, then traced the failure through the backup environment and identified an incorrect tape infrastructure/media pool association.
• Corrected the Veeam configuration and successfully restored the backup job, demonstrating the ability to challenge an initial assumption and identify the actual root cause.
• Worked through HPE StoreEver tape library hardware faults involving the robotic assembly and tape drive, coordinating with HPE support and validating the environment following onsite hardware replacement.
• Supported post-repair verification of the tape library, network configuration and backup operation.

Desktop Support Technician - HEMMERSBACH - Johannesburg, South Africa

(2023-06 - 2024-05)

• Provided first-line and desktop technical support for enterprise users, resolving hardware, software, operating system and application incidents.
• Diagnosed, repaired and replaced faulty desktop and laptop hardware and supported printers and peripherals.
• Installed, configured and upgraded business applications and operating systems.
• Assisted with Active Directory account creation, password resets and basic user administration.
• Performed workstation setup, imaging and physical hardware installations for new-hire onboarding.
• Used enterprise remote-control tools to resolve incidents efficiently while maintaining strong customer service.

National Diploma - Engineering (Computer Systems) - Tshwane University of Technology (2024-09)