Khaled Miah
Technical Support Engineer @ITRS
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WORK HISTORY
Technical Support Engineer @ITRS
London, GB
Deliver Level 2 technical support to clients, consistently resolving complex issues within SLAs and maintaining high customer satisfaction- Take full ownership of support tickets from initial triage to resolution, ensuring clear communication and timely updates throughout- Troubleshoot and resolve system issues using Unix/Linux commands, identifying root causes and implementing sustainable fixes- Set up and configure virtual servers to accurately replicate client environments, enabling efficient issue reproduction and solution testing- Gain hands-on exposure to containerization and observability tools including Docker, Kubernetes, Prometheus, and OpenTelemetry, enhancing product integration and support capability- Develop and maintain FAQs, troubleshooting guides, and technical documentation for internal teams and clients, improving first-time resolution rates.
EDUCATION
Queen Mary University of London
Bachelor's Degree, Computer Science with Business Management
SKILLS
ABOUT KHALED MIAH
From a young age I have been taking apart and reassembling computers, admiring the intricate detail of each hardware component, how they come together and learning different applications to solve an issue. It was this curiosity that lead me to take it further where I graduated in Bsc Computer Science with Business Management at Queen Mary university. As a result, I can confidently utilize my technical knowledge and skills in situations that require it. As a self motivated individual, I aim to complete any task using the best of my abilities paying close attention to detail. Throughout the course of my degree, I was able to equip myself with a range of different technical knowledge. With excellent knowledge of system architecture, I am able to build a PC according to the users requirements. My specialty is providing technical support/system analysis to users and/or clients. This can involve using tools I have at my disposable to create a solution to the problem, furthermore ensuring the solution continues to work at the users/clients satisfaction. It was my passion for technology that drove me to study this course thus leading me to pursue a career in IT in particular a career within system/technical support.
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