Summary
Overview
Work History
Education
Skills
Timeline
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Joe Hitch

Salford,OXF

Summary

Began working with Scott Brownrigg with little to no physical experience in the IT Industry. Over the past few years I have developed my skills and taken ownership of many of the key company infrastructure including the Support Desk, Active Directory and the Microsoft Office 365 environment. Worked alongside the team to upgrade physical hardware, change entire office layouts and move users over to virtual environments. Have worked with the IT team and separately to delivery IT related projects to the business. Also ensure that certain issues are escalated to the appropriate people depending on access permissions or threat levels. Now working with Novem IT in a faster paced environment with a wider range of tools to test the skills that I have developed over the past three years.

Overview

7
7
years of professional experience

Work History

IT Support Engineer

Novem IT
05.2025 - Current
  • Using a wide range of tools to provide support to a range of customers over multiple different companies.
  • Dealing with tickets depending on how critical the issue is.
  • Developing connections with customers through confidence and expert knowledge of the issues that they are facing.
  • Working around varying customer company infrastructure (E.g. Office 365 Based, 365 & Active Directory synced, etc.)
  • Complying with company SLAs to keep customers happy and business reputation up.
  • Escalating issues to either more senior engineers or field engineers in certain scenarios.

Junior Support Technology Analyst

Scott Brownrigg
09.2022 - 05.2025
  • Managing the company's Support Desk ticketing system, allocating tickets to the best suited member of the team and complying with company SLA procedures.
  • Remoting on to user's systems through Configuration Manager to fix issues and provide support for a variety of problems.
  • Using Office 365 to manage accounts and company devices through Exchange and Intune.
  • Setting up new workstations, hardware, peripherals, accounts and security permissions.
  • Managing Active Directory and keeping Organisational Units tidy and maintaining entries within each.
  • Providing 1st, 2nd and 3rd Line support throughout the company, visiting and covering other offices should the need arise.
  • Recovering lost/corrupted files through Nasuni backups.
  • Contacting external entities for tech orders and issues relating to faulty hardware.

Hotel Receptionist

Premier Inn
06.2018 - 08.2022
  • Taught myself the necessary skills to lead the team through each section of the day, morning, afternoon and nights.
  • Took leadership with communication and sometimes assistance with the Housekeeping team to ensure the hotel was ready and presentable before afternoon check-ins, especially on days where a lot of cleaning and set-up was required.
  • Safeguarded guest information by adhering to data privacy regulations and GDPR requirements.
  • Trained new reception staff, sharing knowledge and best practices to maintain service quality.
  • Managed telephone enquiries and efficiently handling reservations, cancellations, and modifications to bookings.
  • Ensured that all daily and weekly tasks were completed to comply with health and safety checks, banking processes and cleanliness.

Education

Bachelor of Science - Computing

Canterbury Christ Church University
Canterbury
07-2020

Higher National Degree - HND Computing

Broadstairs College
Broadstairs, United Kingdom
07-2019

Skills

    Running Support Desk environments to assist users with a range of different issues

    Diagnosing varying issues and providing solutions and fixes

    Maintaining company infrastructure and users in compliance to specified documentation

    Remote access through direct connections as well as IP addressing

    Experience with Solarwinds & Autotask environments and keeping company records up to date

    Knowledge of Virtual Desktop Infrastructure (VDI)

    Advising on security practices and actions

    Prioritising tasks and suggesting deadlines for projects

    Experience with Microsoft Office (Use & Troubleshooting) Office 365 Admin Portal & Services (Exchange, Intune, Entra)

    Creating and managing Security Groups for users and folders

    Managing internal and external licensing for users

    Providing support over a number of sites, physically and remotely

Timeline

IT Support Engineer

Novem IT
05.2025 - Current

Junior Support Technology Analyst

Scott Brownrigg
09.2022 - 05.2025

Hotel Receptionist

Premier Inn
06.2018 - 08.2022

Bachelor of Science - Computing

Canterbury Christ Church University

Higher National Degree - HND Computing

Broadstairs College

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Joe Hitch