Alfie Ingleton Email & Phone Number

City Of London, England, United Kingdom

When a slot opened up in the second line team, I was promoted to join the ranks and took on all of the responsibilities of a level 2 engineer:These responsibilties include, but are not limited to:- Utilising the Autotask Ticketing system for 70+ Clients across multiple sectors including but not limited to, Media agencies, architecture firms & Notaries.- Providing 2nd line support across a number systems such as Microsoft Office 365 + Google suite tenants.- Routine onsite client site visits in and around London.- Proving remote and onsite support using Datto RMM and Addigy MDM systems across Windows and Mac systems.- Inducting new members of staff during their first weeks to welcome them to the company and trained them on using the aforementioned systems.- Delivering on projects for clients requiring network patching, workstation set up, and meeting room set up.- Being a point of escalation for the junior team

City Of London, England, United Kingdom

As the business requirements grew to require a larger level 1 support team, I was chosen for the role of Level 1 Team Lead so that I could train new Level 1 engineers up to the standard that I had set, as well as taking on more second line responsibilities so that I could learn and improve my skillset.Some of the additional responsibilities I took on include:- Training new members of staff on the company's ticketing and device management systems, as well as the client base.- Being a point of escalation and knowledge for the Junior engineers.- Periodically assisted with site visits when the business needs required.

London, England, United Kingdom

As the sole level 1 support engineer, I was responsible for the whole of the level 1 support queue, escalating tickets to other teams, and making sure that the helpdesk hit its SLA's.The responsibilities included, but were not limited to:- Providing level 1 remote support for 60+ clients.- Managing clients user accounts and groups using AD and Microsoft Exchange.- Setting up machines for new joiners. - Decommissioning machines from support.

Waltham Abbey, England, United Kingdom