1St Line Technical Support Analyst
Milton Keynes, England, United Kingdom
In this role, I used my computer knowledge and practical skills to assist customers with various technical issues, including emails not sending/receiving from/to the Outlook client, machine not powering on and not able to log into Sage (which usually came with an error code to diagnose). This required a wide range of knowledge, from taking apart machines of various shapes and sizes to diagnose hardware issues, to Office 365 and third-party apps including Sage and Eque2. I was responsible for the tickets in my queue, and for escalating complex cases to 2nd/3rd line as appropriate.List of responsibilities (not exhaustive):- Build and configure new computers and laptops running Windows 10, Windows 11- Complete performance and hardware diagnostics on Windows and Macs- Deploy, manage, and monitor anti-virus protection (Bitdefender and Sentinel One)- Office 365 support and administration- Application support - Sage, Act, Xero, Dropbox, and Office applications (Word, Excel, Outlook, OneDrive)- Setup and troubleshooting of printers and scanners- Deploy and support network solutions (wired and wireless mesh)- System availability monitoring (clients, servers, and websites)- Setup and configure online cloud backup solutions and perform daily checks and test restores.- Perform various administrative tasks (such as wiping old hard drives, assessing old customer machines) surrounding the operations of the business.