Senior Technical Support Engineer

Tech Support Wroclaw, Dolnoslaskie, Poland

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Summary

Support of the following Technology: Microsoft Office 365 products, Windows 10, Mac OSX, desktops, laptops, smartphones, multi-function printers, basic LAN/WAN connectivity, VPN
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues, in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support.
Simultaneously provide support on 4 different projects (US and EMEA)
Enrolling and managing Windows and Mac OSX devices on Microsoft Intune (including smartphones too)
Enrolling and managing Windows and Mac OSX devices on Microsoft Intune (including smartphones too)
Virus Protection and Updates
Security Patching for all end user devices
Actively managing workload whilst cooperating with L2/L3 core teams to meet business and customer requirements and SLAs
Raising Problem Records for investigation
Perform computer management and system administration activities
Training end-users on hardware functionality and software programs
Resolving logged errors in a timely manner
Monitoring hardware, software, and system performance metrics
Maintaining databases and ensuring system security
Documenting processes and performing diagnostic tests
Order and configuration of computers and peripherals for new-joiners
Administer and provide User Access and Exit controls
Tools/systems used: ServiceNow, Azure AD, Intune, O365, Adobe, ServiceNow, Active Directory, Remote Support apps (Citrix AWS, Bomgar, TeamViewer), SCCM, Active Directory, PowerShell, MBAM/BitLocker.

Expectations

I am looking to secure employment with a reputable company, where I can utilize my skills and IT background to the maximum for the growth of the organization as well as to enhance my knowledge. That would be immense.