Service Desk Engineer

Overview

Looking for full-time work (8 hours/day)

at $13.52/hour ($2,379.98/month)

Bachelors degree

Last Active

November 20th, 2024 (4 days ago)

Member Since

January 26th, 2022

Profile Description

I am an IT Professional who has extensive experience in the following Roles,:
- IT Support Engineer
- System Engineer
- Helpdesk/Service Desk Engineer
- Technical Support
- Customer Service at various levels and areas of responsibilities.
7 years total experience with ITO and Customer service
I have experience using the following software/tools:
- MS Office apps
- Software Support
- GSuite Administration
- M365 Admin portal such as Exchange, SharePoint, EntraID, Security & Compliance, Teams, OneDrive and Intune
- Server support and maintenance
- MS Active Directory
- Okta
- Operating System (Windows OS and Mac OS)
- Printer Support
- VPN
- Knowledge Management System (IT Glue & Confluence)
- Remote Assistance Tool (LogMeIn, Teamviewer, ScreenConnect, ConnectWise, Kaseya, Splashtop, N-Central)
- Backup Software (Acronis, Veeam and Shadow Protect)
- Ticketing system (ServiceNow, JIRA, Connectwise, Zendesk and AutoTask)
- RMM (Kaseya, ConnectWise and Atera)
- Firewall (Fortinet, WatchGuard, Sophos Central and Cisco Meraki)
- On-boarding and Off-boarding
With experience of 5 yrs as an IT Support and Service Desk Engineer as an MSP support. I'm highly skilled in providing technical assistance to end users who are reporting issues with their Software, Hardware and Workstations. Server Maintenance, Network issues(WAN,LAN and VPN), Microsoft Office applications for Business 365 users, Office 365 Admin Portal Administrator such as Exchange, Teams, OneDrive, SharePoint, Compliance and Security. Administer Gsuite Admin Portal for user licensing, onboarding and offboarding. Mailbox setup and configuration. Assisting with Workstation setup and installing needed applications for new hires. Define and measure IT Service performance against SLA. Make sure that all tickets get appropriately prioritized and get due attention to make sure that we always meet SLA. We provide administrative assistance on Onboarding, Offboarding and User modification. The method of support in my past experience would be through Phone Calls (Inbound and Outbound) Chat and through our ticketing system. Ticketing systems include AutoTask, ConnectWise Manage, Jira and ServiceNow