- Taking ownership of incidents and requests that are unable to beresolved within a timely manner and have been escalated from Level 1Support.- Liaising and working with different level 3 teams to resolve ongoingincidents including external Vendors.- Reporting and suggesting workflow improvements for the Level 1 teamto achieve a better end user experience.- Assisting with knowledge gaps and common queries from Level 1 Team.- Cisco Unity for advanced call routing.- SmartFrieght incident triaging.- Creating documentation for ongoing handover procedures from Level 3Teams.- Use Aruba Central/Aruba Clearpass for diagnosing wirelessauthentication issues and faults with Aruba WAPs.- Utilising Cisco VManage to administer basic SD-WAN functions, such asinitial network diagnosis, Router/Viptela Swapout.- Use of Lexmark Markvision Enterprise to make fleetwide configurationchanges.

Acting in the role of IT Support Specialist - Provided First Contact support for users in a broad range of IT systems and services - Basic network troubleshooting including logging faults with vendors utilising Orion Solarwinds- Use of ServiceNow and Agent Workspace - Assist in the upkeeping of Asset records - Assist with provisioning users hardware based on job/role requirements - Assist with Mobile Device troubleshooting (iPhone) and first level support utilising Airwatch- Configuration of Cisco desk phones and ATA within CUCM- Windows 10 Desktop support including O365 and Teams- Assisting with connecting remote users to VPN utilising Palo Alto Global Protect- Support and Liaising with third Party vendors for hardware faults in Particular Lexmark Printers - Use of Active Roles to grant and maintain user access within Active Directory - Utilising SCCM for Remote Desktop support and software deployment