Tom Okeefe

1st Line Support Engineer @Lookers Motor Group Limited

Altrincham, GB

Support Lookers employees on a day-to-day basis. Processing support requests and logging tickets, ensuring they are dealt with in a professional and timely manner & within agreed SLA’s. Follow knowledge articles to triage and resolve Computer, Office 365, Website & Core Application issues & escalate to 2nd line / Field Technicians where appropriate. Guide users through new hardware order / replacement hardware processes & assist with new equipment setup, including installing software from Software Centre & PowerShell. Provide support for Intune Apple/Android Phones and Tablets. Provide basic networks triage, VPN setup and checks as well as setting users up with MFA. Troubleshoot printing & Papercut issues remotely & report hardware issues to NCS. Troubleshoot telephony issues including Cisco Desk phones, Spectralink, Jabber & CUCM. Checking and applying correct licences and groups to users within Azure. Facilitating password and account unlocks within AD & promote self-service to users. Upskilled within the User Access department, removing access for leavers and creating accounts for joiners. Conditional Access & Telephony Subject Matter Expert. Create & publish knowledge articles and training documentation, regularly reviewing to ensure all processes are kept up to date.

The University of Salford

Bachelor of Applied Science - BASc

Bury College

A levels