United Kingdom
Infrastructure Monitoring & Support Engineer with 12+ years of experience across MSP, aviation, retail, and healthcare environments. Strong background in monitoring and responding to real‑time alerts, investigating offline servers, switches, hosts, and firewalls, and restoring service through remote remediation or escalation. Skilled in Windows Server, Microsoft 365, Azure AD, Intune, endpoint security, patching, and backup monitoring. Experienced in 24/7 operational environments (including 12‑hour 4‑on/4‑off shifts), prioritizing alerts by impact, and improving service stability — including reducing recurring infrastructure alerts by 30% through proactive maintenance and remediation.
- Delivered 1st and 2nd line technical support in a 24/7 MSP environment, providing diagnosis, resolution, and fulfilment of incidents and service requests. - Engaged with customers via phone, email, chat, and service portal, delivering a high standard of customer service. - Worked to resolve customer IT incidents and IT service requests quickly and efficiently - Worked within IT team or vendor to fix technical problems including liaising and escalating to 3rd line support - Diagnosed, investigated, and resolved incidents and requests in line with ITSM processes and agreed SLAs. - Provided guidance and support to Tier 1 agents, reinforcing best practices to improve first-call resolution. - Monitored customer environments and responded to alerts from tools such as N-Able, NinjaOne, and Meraki, addressing underlying issues. - Supported patch management, event management, and proactive monitoring activities.- - Managed and prioritised Tier 1 and Tier 2 ticket backlogs, ensuring timely updates and resolutions. - Collaborated with 1st and 2nd line teams to share knowledge and improve incident resolution. - Created, prioritised, assigned, and accurately documented tickets within the IT Service Management platform. - Escalated and assisted with Priority 1 and 2 incidents, including coordination with 3rd line support and third-party vendors. - Responded to security alerts and incidents raised by the Cyber Security Operations Centre, performing triage and remediation actions. - Performed scheduled patching and maintenance across Microsoft Server 2012–2022 environments. - Created and maintained SOPs and technical documentation in IT Glue to support internal teams. - Ensured clear handovers and continuity across shifts through detailed documentation in a 24/7 environment. - Maintained a strong customer focus, achieving 96% average customer satisfaction scores.
• Providing technical assistance and support related to computer systems, hardware, and software for all business units. • Logs incidents and service requests and maintains relevant records. • CLosing Incident and Service as per agreed SLA. • Attended Tickets and Ensured pending tickers were fully closed. • Evaluate IT requirements for business • Proactively identify and execute areas of improvement for IT Services and its process. • Managed IT Assets (Hardware and Software) from procurement till delivery. • Implemented multiple hardware platform upgrades for hardware based on user requirements. • Created IT Business Processes
Here’s your updated LinkedIn-ready version with the added point included and polished for flow: * Acted as the single point of contact for IT incidents and service requests supporting 150+ users across UAE and KSA. * Coordinated with vendors for procurement of IT equipment and devices. * Configured and deployed desktops, laptops, desk phones, and AV equipment. * Managed IT asset lifecycle, including retrieval from offboarded users and allocation to new joiners. * Performed user offboarding activities including mailbox backup, email access handover, and account disabling as per company process. * Maintained an accurate and up-to-date IT inventory database.
• Responding to the phone, email, and event alerts within the defined, contractual SLAs and achieving a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures • Identify and resolve faults up to 1st line level and moving to 2nd then Liaising with 3rd line support. • Attend and response to a maximum number of incoming calls, emails, and voicemails with service quality • Keep track of incident registered within service desk tools, update the customer regularly according to pre-defined ICT service level. Stake Holders i.e. Emirates Airlines, Duty Free, Dubai Police, DCAA, DANS • Answer ICT Help Desk phone queue promptly as per ICT customer support call management process to provide first line support according to OLAs and SLAs • Ensures that Customer’s contact is attended in a timely manner as per the defined SLA • Logged all calls reported into the case management system and prepare reports • Assist the Help Desk team in maintaining the quality of services provided to all end-users includes hardware and software testing and distribution • Remotely support users via remote control/assistance products and desktop management system • Support customers by taking their queries over the phone and providing the necessary support required. • Implement ICT Crisis management process and monitoring whenever needed and Inform ICT Customer in case of a planned outage or unexpected service interruptions • Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes • Carry out Incident Management activities according to the process & procedures and escalate to second and third of support whenever needed. Escalate critical issues/pending issues to higher levels • Assisted in maintaining the daily IT support log and creating a weekly and monthly summary reports • Managing incidents throughout their lifecycle within the required SLA timelines
• The client’s IT helpdesk as the tier 1 to tier 2 contacts to users. • Attend to Service Desk phone calls and emails to provide first level IT support • Troubleshooting/ resolving PC operational and network issues over the phone and emails. • Ability to perform remote troubleshooting using client remote tool. • Perform ticket creation, updating, assigning, and closing of incident tickets. ITSMT • Monitor Service Desk for tickets assigned to queue and process requests based on priority and urgency. • Update incident tickets upon completion of cases. • Assisting users remotely in resolving issues encountered in their daily use of IT systems • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution • Escalation of technical question to Level 3 Support and ticket assigning. • Work closely with various IT resolver group to resolve customer software desktop issues. • Provide users globally with a first contact resolution where possible. • Carry out appropriate procedures for escalation and communications, when incidents and service requests need to be passed to other groups for resolution. • Assist technicians with installation, configuration and set up of computer systems as per process.