Monitoring an I.T Support Shared Mailbox for I.T RequestsLogging tickets in MFILESCreating Knowledge Base Articles Creating Standard Operation Procedures (SOPs)Network management in ExtremeCloud IQ – Managing Access Points, Updating Access Point Firmware and Network PoliciesI.T Support site visits at Family Works offices and Enliven rest homes to resolve faultsUser management in on-prem AD and Microsoft 365Exchange Online mailbox management – creating shared calendars and shared mailboxes. Managing Quarantined Emails and releasing Emails in ForcepointGoogle Workspace MDM

Providing Level 2 Desktop and Mobility SupportProactively monitoring remedy ticket queueLiaising with users to organize times to troubleshoot hardware and software related issues.Answering customer enquiries in the TechShop.Troubleshooting software/hardware related issues in the TechShop.Asset management in Remedy Smart I.TLogging faulty hardware with Vendors Unlocking and resetting user accounts and passwords in Active Directroy Troubleshooting iOS update errorsEnrolling user’s iPhones and iPads in Airwatch (Intelligent Hub)

Communicating over the phone to customersAnswering customer enquiries and taking information for fault reportsMix of tier 1 and 2 mobile radio and I.T supportAdministration (processing equipment purchase agreements, radio connection requests)Afterhours Support – On Call every 1 in 3 weeks for afterhours faultsLiaising with 3rd party software companies Escalating high priority faults to other teams internallyManaging user accounts in AD

Enrolling user’s iPhones and iPads in Airwatch Managing iDevices in AirwatchTroubleshooting internet access Troubleshooting iOS update errorsTroubleshooting VPN connectionsLiaising with Vodafone over replacement devices and issues Talking users through app store issuesTalking users through changing passcodesManaging users AD passwords Troubleshooting exchange active sync issues