Mohamed Shad
L1 Desktop Support Engineer | Troubleshooting | End-User IT Support | Hardware & Software Assistance
- Role
- L1 Desktop Support Engineer at Hexnode
- Location
- Kochi, KL, IN
- LinkedIn followers
- 500 followers
Experience
L1 Desktop Support Engineer
Oct 2023 — Present · Kochi, IN
As an L1 Desktop Support Engineer, providing first-line technical support to end-users and ensuring smooth IT operations. My role involves:* Incident management & troubleshooting for hardware, software, and basic network issues* Installation, configuration, and maintenance of operating systems (Windows, Linux, macOS)* Active Directory and user account management (password resets, group policies, access permissions)* Support for peripheral devices such as printers, scanners, and VoIP phones* Handling tickets through ITSM tools like (Zendesk and JIRA)* Delivering excellent customer service with clear communication and timely resolutionI focus on maintaining high-quality support, minimizing downtime, and escalating issues when necessary to ensure seamless business operations.
Education
Mahatma Gandhi University (MGU), Kottayam
Bachelor of Science - BS
2019 — 2022
Government Higher Secondary School - India
Computer Science
2017 — 2019
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