In my role as a Third Line Support Engineer, I operate at the highest level of our service desk, specialising in resolving complex technical issues across a diverse range of technologies. I report directly to both the Service Desk Manager and Technical Director, collaborating closely to ensure efficient resolution and customer satisfaction. My responsibilities include mentoring team members and acting as an escalation point for the rest of the service desk. The role includes working with a wide range of products such as Microsoft 365, Azure, WatchGuard, Windows Server, Ubiquiti, Acronis and Barracuda.

As a Second Line Support Engineer, I provided support for more complex technical issues. This included but was not limited to advanced networking issues with routers, firewalls (such as WatchGuard), and VPN setups, enhancing network security and reliability. I managed on-site projects, including new workstation and network hardware installations, and maintained the design and integrity of customer networks and systems. Additionally, I mentored junior colleagues, contributing to team skill development.

In my role as a First Line Support Engineer, I provided initial troubleshooting and resolved remote support requests. My role involved supporting technologies such as Windows desktop operating systems (Windows 7, 8, 10) and server environments (Windows Server 2012, 2016, 2019). I also managed user accounts and configurations within Microsoft 365, assisting with setup, troubleshooting, and user training across applications like Exchange Online, SharePoint, and Teams.

As an Apprentice IT Helpdesk Technician, I assisted with remote IT support for our customers. During this 18-month apprenticeship, I developed foundational skills in troubleshooting and resolving technical issues while supporting hardware and software installations. I learned to adhere to customer SLAs and industry best practices, and I enhanced my communication skills, including telephone manner and email communication.