Shushant Tripathi

IT Support Engineer (Trainee) @Fortray Global Service Limited

London, GB

o Provide comprehensive support for Windows 10, Windows Server, Active Directory, Office 365, Microsoft Office, Microsoft Teams, SharePoint Online, OneDrive, and various business applications for multiple customers.o Prioritize and categorize incidents and requests to ensure efficient resolution and user satisfaction.o Deliver 1st and 2nd line support as part of the Service Desk, facilitating the swift resolution of technical issues while identifying improvement and automation opportunities.o Proactively manage ITSM ticket queues, addressing knowledge gaps and ensuring tickets are updated to meet standards and customer expectations.o Diagnose and resolve basic network connectivity issues to maintain seamless operations.o Direct unresolved issues to higher-level support personnel to ensure timely resolutions.o Manage helpdesk tickets through to resolution, consistently meeting Service Level Agreements (SLAs).o Plan and implement IT change requirements in accordance with established change processes.o Assist end-users with issues related to SharePoint and OneDrive, ensuring effective utilization of these platforms.o Install, configure, and provide day-to-day support for software applications, ensuring optimal functionality.o Install and configure Windows operating systems and printers at customer locations, offering remote support as needed.o Provide technical support for desktops, laptops, and mobile devices.o Manage antivirus solutions including McAfee, Sophos, and Windows Defender to protect systems from threats.o Keep customers informed of ticket resolution progress, ensuring transparency and satisfaction.o Manage Windows Server support and administration, including setting up new users, access rights, and password management.o Perform thorough software and hardware troubleshooting.o Configure and manage Active Directory, Group Policy, DNS, and DHCP services.o Monitor the performance of PCs, laptops, and networks using various tools