BEN SADLER
Long Stratton,Norfolk
Summary
Technical support professional with 6+ years of experience spanning cloud infrastructure and enterprise systems. Throughout my career I have consistently gravitated towards senior technical roles within support teams, naturally taking on mentoring responsibilities, driving process improvements, and acting as a go-to resource for complex issues. I bring an experienced approach to troubleshooting and a high standard for case quality and customer communication, and I am now looking to formalise that influence and extend my individual contributions.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Senior Support Enginner
Nerdio
Remote
2025.03 - Current
- Operated as a L2 escalation point within the support team, taking ownership of complex cases that cannot be resolved at first contact and making triage decisions on whether issues should be handled by support, product, engineering, or another internal team.
- Handled escalations from Customer Success, managing high-stakes cases in large and complex customer environments with calm, a structured approach under pressure.
- Act as a senior technical resource and coaching point for fellow engineers, advising on troubleshooting direction in both live cases and team discussions, and supporting knowledge expansion across the team.
- Functioned as the technical liaison between the support and product teams on the MSP side, documented reproducible issues clearly, and communicated them effectively to inform product direction.
- Carry responsibility across both MSP and Enterprise product lines simultaneously, as well as contributing to internal support and security initiatives.
Senior Support Engineer
Beacon IT
Norwich
2022.05 - 2025.03
- Delivered AVD and Intune deployments across a diverse client base, including on-premises to cloud migrations, legacy Active Directory to Entra ID identity transformations, and Modern Work implementations driven by security and compliance requirements.
- Implemented service desk operational improvements by migrating from Jira to HaloPSA for enhanced queue visibility and SLA tracking, and deploying a new RMM platform for standardised device management.
- Established root cause analysis practices and knowledge base documentation across the team, improving consistency of case handling and reducing repeat issues.
- Led onboarding and development of team of 5 engineers, providing technical training, coaching, and establishing standards for troubleshooting depth and documentation quality.
IT Service Desk Engineer
Legal and General / Legal & General Surveying Services
Sheffield, South Yorkshire
2021.05 - 2022.05
- Provided high-volume technical support to over 15,000 employees, managing 100+ tickets daily while maintaining consistent SLA adherence and proactive customer communication.
- Led data centre hardware refresh to enhance Citrix VDI performance, managing software stack including image management, session host deployment, and configuration.
- Curated technical documentation to support accurate troubleshooting and knowledge base articles, establishing processes for consistency.
IT Support Technician
PrettyLittleThing.com and Clipper Logistics
Sheffield, South Yorkshire
2020.05 - 2021.05
- Took full ownership of IT support for 24/7 logistics and e-commerce operation, serving as sole senior technical resource during team rebuild.
- Introduced team's first formal ticketing system, establishing processes for incident management, consumables ordering, and equipment lifecycle management.
- Onboarded and trained new support staff, setting clear expectations for service delivery in high-pressure, SLA-driven environment.
- Collaborated with the product team on UAT and systematic testing, acting as the technical liaison between support and wider business operations.
Product Support Specialist
Bossanova Robotics Europe
Sheffield, South Yorkshire
2019.05 - 2020.05
- Delivered remote technical support for large-scale international operations, ensuring timely diagnostics and resolution across 500+ concurrent active deployments.
- Owned end-to-end on-site installation, configuration, and testing processes, creating structured technical documentation to achieve consistent, repeatable outcomes.
Education
BA Honours - Film Studies
Sheffield Hallam University
Sheffield, South Yorkshire 2016.09 - 2019.05
BTEC Level 3 Diploma - Creative Media & Film
Tresham College
Kettering, Northamptonshire 2015.09 - 2016.05
BTEC Level 3 Extended Diploma - Information Technology
New College
Stamford, Lincolnshire 2014.09 - 2015.05
GCSEs -
Casterton Business & Enterprising College
Stamford, Lincolnshire 2013.09 - 2015.05
Accomplishments
- Support MVP of the Year Award - Nerdio Company Meeting 2026
Certification
- AZ-900 - Azure Fundementals
- MS-900 - Microsoft 365 Fundamentals
- AZ-104 - Microsoft Azure Administrator
- AZ-140 - Configuring and Operating Microsoft Azure Virtual Desktop
- Nerdio Certifications - NAF-100; NME-201; NMM-100; NMM-200; NEMM-100; NMMW-100; NAVDM-100; NMM-201
Training
- Mastering Cognitive Load for Effective Leadership
- Productivity and Time Management for the Overwhelmed
- Goal Setting at Work
Timeline
Senior Support Enginner
Nerdio
2025.03 - Current
Senior Support Engineer
Beacon IT
2022.05 - 2025.03
IT Service Desk Engineer
Legal and General / Legal & General Surveying Services
2021.05 - 2022.05
IT Support Technician
PrettyLittleThing.com and Clipper Logistics
2020.05 - 2021.05
Product Support Specialist
Bossanova Robotics Europe
2019.05 - 2020.05
BA Honours - Film Studies
Sheffield Hallam University
2016.09 - 2019.05
BTEC Level 3 Diploma - Creative Media & Film
Tresham College
2015.09 - 2016.05
BTEC Level 3 Extended Diploma - Information Technology
New College
2014.09 - 2015.05
GCSEs -
Casterton Business & Enterprising College
2013.09 - 2015.05