Providing 1st/2nd Line desktop support to 300 + users remotely and offsite.Windows 7, 10 Remote Desktop/LandeskSupporting Microsoft Office/Office 365 (2010, 2013 & 2016) Microsoft Exchange AdministrationActive Directory AdministrationSupporting Meraki Access PointsHardware Support, installation and troubleshooting, including laptops, desktops, telephones, and other peripheralsAdhere to SLA, document details in the service management system Provide EPOS SupportProvide support and problem resolution to users via phone, in-person, email, and/or remotely.Provide technical product training and basic user functionality training to customer base when required

Establish the networking environment by designing system configuration, directing system installation.Designing different topologies and building workstationsSetting up LAN And WAN networks Configuring static routing protocolsCarrying out user administration and set up.Recording faults as reported on desktops, laptops and servers.Determining the nature of faults and the steps required to rectify it.Creating and maintaining email profiles for users.Writing progress and statistical reports for supervisors and managers.Using remote control software tools to provide fault resolution and diagnosis.Document and maintain help desk policies and procedures.

Ticketing system for the Help Desk: Service NowProvide quality support to users via telephone and email for all products.Log and replicate customer problems.Escalate issues to relevant teams as appropriate.Communicate solutions to users.Maintain regular communication with line manager and support teams.Ensure systems are available according to SLA and incidents are resolved within response levels.Windows operating Systems: Windows7 / Windows 10.