Support Engineer

In my last role working for Viavi solution Ltd as an IT Support Engineer I had the day-to-day responsibility of providing hands on and remote IT Support for Viavi employees and contractors. Resolving and managing tickets for incidents and requests using ITMS tool ServiceNow. Some of the technology stack I supported included Microsoft 365 – responding to how to use questions and troubleshooting issues with Microsoft 365 applications. On-premises Active Directory/Azure AD – Creating user accounts, unlock and password resets, removing and adding users to security groups. Windows server 2012 R2 and Windows Server 2016. Microsoft SCCM – laptop and desktop imaging/upgrades. Windows 10 and 7 OS – Break and fix issues on laptop and desktops. Cisco Switches – VLAN configuration. Managing offshore PC farm for desktop PCs and Virtual machines – configuration of hardware to specification, assigning static Ips, machine assignment to engineers and troubleshooting network connectivity issues. Software installation and licensing. Cisco AnyConnect/Pulse secure – VPN support for remote and offshore users. Trend AV protection monitoring – Installation and adding machines to exceptions. VMware – Creating VMs from templates, manage access and power cycle VMs when required. Serve as point of escalation for global helpdesk.

I have also worked with a lot of other technologies in my other previous roles. Veeam backup for exchange – restoring deleted folder and mailboxes. Network hardware installation in racks and cabinets. Network cable patching. Group policy updates and remediating VMs and servers by manually downloading and installing windows updates from windows update catalog. I also learnt the importance of good customer service as a requirement for becoming an exceptional end user computing technician, the need to go above and beyond when providing support, giving users the best support experience, and properly managing user expectations 

Experience: 11 years

Yearly salary: $55,000

Hourly rate: $60

Nationality: 🇬🇧 United Kingdom

Residency: 🇬🇧 United Kingdom


Period Title Company
2002 - 2003 IT Support Engineer Viavi