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IT Support Engineer
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Competencies
Demonstrated experience with Active Directory (AD).
Demonstrated experience with Microsoft Office 365 (O365) User Administration.
Demonstrated experience with Group Policy Objects.
Demonstrated experience with Freshdesk.
Demonstrated experience with Zoho Desk.
Education
Languages
Summary
Professional profile
Experience
IT Support Engineer
Serve as the primary point of contact for users seeking technical assistance via phone, email, and enterprise ticketing systems (Fresh desk, service Now, Zoho).. Diagnose, troubleshoot, and resolve hardware operational issues, software glitches, and networking disruptions.. Install, configure, and maintain desktop systems, corporate laptops, office printers, and peripheral mobile devices.. Manage enterprise user accounts, security groups, and access permissions within Active Directory and Microsoft 365 environments.. Provide infrastructure support for remote connectivity, VPN management, network monitoring, and collaboration platforms (Zoom, Anydesk, Microsoft Teams).. Facilitate streamlined IT onboarding and offboarding processes, including equipment provisioning and account lifecycle management.. Log precise records of user issues, troubleshooting interventions, and workflows within the ticketing system; escalate unresolved constraints to tier-2/3 infrastructure teams with comprehensive technical documentation.
Desktop Support Engineer
Provided tier-1 technical support and hardware/software troubleshooting across corporate workstation environments.. Administered user accounts, profile configurations, and baseline access permissions.. Responded efficiently to localized user inquiries, maintaining high resolution rates and minimizing deployment downtime.. Executed routine system maintenance, essential patches, and software updates to ensure optimal performance parameters.