Senior 2Nd And 3Rd Line It Support Engineer
CurrentAs a Senior 2nd and 3rd Line IT Support Engineer at HTL Support, I have advanced from an initial role in Help-desk support to a leadership position, leveraging a broad skill set to manage and enhance IT operations for diverse clients across various industries. My role involves overseeing a range of complex IT solutions and contributing to strategic project implementations.Key Responsibilities:Leadership: Led the Help-desk team, managed client relationships, and ensured high-quality service delivery.Virtual Server Deployment: Directed the deployment of a virtual server farm using Hyper-V, providing cloud-based services.Support: Executed on-site server builds and provided remote troubleshooting and maintenance.Technical Expertise: Managed Windows, Exchange, and SQL Servers, along with AD, DHCP, DNS, Group Policies, and Cisco networks.VoIP Solutions: Developed and supported Avaya and Asterisk SIP solutions.Project Management: Utilised Autotask for ticketing and project tracking, managing domain names and contracts.Client Engagement: Designed and delivered tailored IT solutions for new clients.Support Coverage: Provided on-site, remote, and on-call support, ensuring continuous service.Internal Management: Oversaw HTL’s billing and internal management processes.Achievements: - Successfully managed a team of skilled engineers, optimising service delivery and client satisfaction.- Implemented a robust virtual server infrastructure that enhanced the flexibility and scalability of our cloud services.- Recognised as a preferred engineer for client interactions and solution proposals, contributing significantly to client acquisition and retention.- My tenure at HTL Support has been marked by a commitment to excellence, continuous learning, and a proactive approach to IT support and management.
