● 1st/2nd line support● Ensure that ticket communication with clients is accurate, clear and above all, timely● Work efficiently to identify the correct resources required to resolve incidents● Supporting the Technical Account Managers to ensure that major incidents are documented thoroughly,escalatedproperly and that client expectations are handled appropriately● Quality assure work before handing back to the client● Monitor SLA response and drive improvement through… Show more ● 1st/2nd line support● Ensure that ticket communication with clients is accurate, clear and above all, timely● Work efficiently to identify the correct resources required to resolve incidents● Supporting the Technical Account Managers to ensure that major incidents are documented thoroughly,escalatedproperly and that client expectations are handled appropriately● Quality assure work before handing back to the client● Monitor SLA response and drive improvement through the business● Write on‐going documentation, both for the client and internal teams in order to optimise futuresupport in recurring circumstances● Manage effective handover of 24×7 support coverage across multiple timezones of our global team Show less

I am working as a L1 & L2 Support Engineer. Knowledge of DNS, DHCP, Active Directory.Printer Configuration of any make & modelOs up-gradation & Resolve Antivirus issue.Any software installation.Configure Server.Maintain desktop & LaptopProvide support to End user.Configure Outlook & Lotus Notes.Data backupPrinter sharing.

Providing IT support