IT Support Engineer

We provide IT support to both business and home users in London and South east england and provide a variety of services to assist with any IT needs.www.wolfecomputing.co.uk

Junior IT Support Assistant- Provide 1st and 2nd line support to colleagues as part of an internal team, over the telephone, or remotely via support software to troubleshoot and resolve a variety of issues e.g password resets, AD & O365 changes, software issues (Adobe, Office, Zoom etc), also permissioning access to office 365 groups and resolving network issues.- Setting up new users and running through departure plans for leavers, making changes on internal systems, escalating issues to the assistant IT manager and head of IT, setting up and providing assistance with international conference calls and briefings, patching changes, setting up VPN’s, sourcing new equipment, supporting staff on site KHL’s head office and a resolving a variety of general IT issues.

- Provide 1st and 2nd line IT support to clients in north and central London overthe telephone, or remotely via remote support software to troubleshoot and resolve a variety of desktop, network and server issues, escalating to 3rd linesupport when necessary.- Using ticketing software to update, manage and close off tickets whenissues are resolved.- Worked with technologies such as O365, Zendesk, Active directory, Exchange on premiseand Exchange online, Microsoft Teams, Hyper V, MFA, Eset Antivirus, Avast antivirus etc.

At Computeq I provided 1st and 2nd line helpdesk and IT support to a number of different clients, I provided face to face, over the telephone and remote desktop support for small to medium sized businesses across the UK. We worked to complete contractual and ad hoc support requests to a high standard and worked to agreed SLA's.Some of my day to day duties included:- Providing IT support over the telephone or via remote support software to assist clients with a variety of IT issues as well as assisting management and colleagues with issues.- Site visits to client sites to resolve issues on designated days and for response based hardware/software issues. - Fixing issues with point of sale equipment both on site and remotely then escalating issues as and when required as well as fixing issues with MPOS and logging tickets in Servicenow.- Using a ticketing system on a daily basis to monitor, update and close off tickets when completed.- Repairing, configuring and installing pc's, laptops and printers for various clients as well as troubleshooting and configuring mobile devices.- Configuring and installing client networks (both wired and wireless) and troubleshooting network connection issues as well as setting up and configuring VPN's. - Supporting both physical (Windows Server/SBS 2008/2011/2012) and virtual servers (Hyper V) and troubleshooting any issues.- Software and hardware support for a variety of vendors e.g Microsoft, Lenovo, HP, AVG, Sage etc- Managing file access and print permissions on a client network, setting up and permissioning security groups and individual access.- Working with various technologies such as Windows XP/Vista/7/8/10, Active Directory, Microsoft Exchange 2010/Office 365, all Microsoft Office applications, Hyper V software and virtual servers, using multiple remote servers, Antivirus software such as AVG, Avast, McAfee etc, Teamviewer 10, and a variety of other technologies.

- Input a variety of data onto excel spreadsheets on a daily basis, formatted spreadsheets and reported on the number of records completed.- Researched information on companies and collated this information so they could be contacted by the marketing department.- Ensured data entered followed the relevant data standards/governance guidelines and was up to date with legislation changes- Researched new services and ways to speed up the data process, put together and updated a governance guide for data administrators.

• Co-ordinating Large Mailouts to customers by Mail merging customer lists to produce letters and address labels, preparing letters to be sent out to customers, delivering letters to the post room to be sent to customers and Using GLLaB’s text service to send out text messages to customers.• Providing Admin support to Advisors, Managers and other Colleagues within GLLaB e.g Photocopying, Answering the telephone, fixing office equipment etc.• Checking and updating customer files, Filing, inputting customer details on the system, helping to solve IT Issues etc.• Covering reception e.g greeting customers, answering the phone, filing out the post book, registering customers with GLLaB, answering queries and passing messages on to colleagues.• Using the computer system to register customers so they can use the public computers, directing customers to open days, opening and closing the reception etc.• Calling customers for various reasons e.g customers who have registered to ask how their jobsearch is going and find out if they have found work or to tell the customer about a course or open day we are currently booking for.• Making up packs for open days, photocopying paperwork for open days, booking out rooms to be used for open days and meetings• Creating staff timetables and booking sheets then calling customers to book them in for open days and pre-screening days, crosschecking and updating spreadsheets etc. • Providing administration support for various work programmes such as CDG, Personal Best, the families program etc for example inputting customer details and information, scanning signed forms into the system, booking customers in for telephone reviews etc.

• Putting stock away from deliveries and picking items from the first and ground floor stockrooms and going on collection to serve customers and answer queries• Tidying shelves and relocating stock that was in the wrong place, bringing in cages from deliveries, tidying the shop floor and stockroom• Restocking catalogues and special offer booklets and generally helping out around the store, returning wrong items to stock, assisting colleagues and managers etc.

• General office duties, covering reception every day e.g. greeting clients and sorting mail etc, dealing with post, updating excel spreadsheets etc.• Updating client database, assisting the stockbrokers and the head of Equities, putting together and sending out client information packs etc.