ESP provides IT support services across the globe. We understand how to maximise efficiency and effectiveness across a wide range of industries by delivering turnkey services from end user contact through to resolution.Key Responsibilities:Incident Response:Address and resolve customer incidents and service requests escalated by the client service desk within agreed Service Level Agreements (SLAs).Provide troubleshooting and fault diagnosis for network, hardware, and infrastructure issues, ensuring resolution within specified timeframes.Keep the client service desk updated on progress for each incident to ensure accurate tracking and communication.Escalation and Support:Promptly escalate unresolved issues or complex incidents to more experienced engineers to maintain adherence to customer SLAs.Engage in proactive checks such as "floor-walking" to identify and resolve potential issues before they are formally raised as incidents.

The IT Technician Traineeship specialized in preparing me for the IT Support sector through a seriesof intense courses and practical application.Courses studied included:CompTIA A+, Network+, Security+, MCSA Microsoft Windows 7 & 10, Cisco CCENT● Installing, Configuring & migrating windows 7 and 10 Operating Systems● Configuring Security systems & windows firewall● Troubleshooting common system problems● Configuring and managing printers, configuring mobile devices● Configure, manage, and maintain essential network devices● Design and implementing a functional network● Active Directory – unlocking user accounts, resetting passwords, searching users● Implement network security, standards, and protocols