IT Helpdesk Engineer

I am a recent Computer and Information Sciences graduate specialising in Networking & Cyber Security, with practical MSP experience delivering Level 1 – 2 technical support across multi-client environments. I am skilled in troubleshooting, customer service, and resolving technical issues efficiently in fast-paced environments. Known for clear communication, attention to detail, and a proactive approach to problem-solving, I am committed to continuous learning and delivering reliable support that enhances user experience and team performance.

Throughout my career, I have gained hands-on experience providing remote and on-site support to business clients, ensuring minimal downtime. I am proficient in diagnosing and resolving hardware, software, and network issues across multiple systems and environments. My expertise includes managing user accounts, permissions, and group policies within Active Directory and Entra ID.

I have administered Microsoft 365 and Azure tenancies, including domain imports, DNS setup, and SharePoint governance. I maintain system documentation and asset records meticulously and collaborate effectively with senior engineers on escalations and infrastructure maintenance. My background also includes customer-facing roles where I developed strong communication and team collaboration skills.

I am experienced in network infrastructure and security, with specific knowledge of endpoint management and access control best practices, including ESET Endpoint Security. My problem-solving and analytical thinking skills allow me to identify root causes and implement long-term technical solutions. I am adept at managing workloads efficiently, assessing ticket urgency, and meeting response and resolution targets in high-volume environments.

In addition to my IT skills, I have worked in customer service and sales roles, which have enhanced my ability to communicate professionally and adapt to different environments. I am passionate about leveraging my technical knowledge and interpersonal skills to contribute positively to any team and continuously improve my expertise in the IT field.