Shaheer Miah

• Provided technical support to users, diagnosing software and hardware issues to restore functionality.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
• Provided clear and concise step-by-step technical support to guide clients.
• Managed user accounts and permissions in Active Directory, enhancing network security and accessibility.
• Installed new hardware and software to meet system specifications and user needs.
• Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
• Monitored system performance, identifying and addressing bottlenecks to optimise efficiency.
• Facilitated customer setup of new software and systems to ensure smooth operation.

• Provide 2nd Line technical support to users across hardware, software, Microsoft 365, Windows and business applications.
• Investigate and resolve escalated incidents that cannot be resolved at 1st Line.
• Troubleshoot Microsoft 365, Active Directory, Azure/Entra ID, networking and endpoint issues.
• Processing joiner/leavers and access management
• Provide remote and onsite technical support while maintaining a high standard of customer service.
• Troubleshoot laptops, desktops, peripherals, applications and connectivity issues.
• Assist with device configuration, deployment and ongoing endpoint management.
• Support VIP and senior stakeholders with a professional and responsive approach.
• Work with third-party suppliers and internal teams to escalate and resolve complex technical issues.

· Maintain/create accurate documentation and ticket records while working within agreed service levels.

· Delivered 1st and 2nd Line IT support to clients across onsite and remote environments, enhancing user satisfaction and system reliability.

· Diagnosed and resolved hardware, software, account, application and connectivity issues.

· Performed server administration and maintenance to support client systems.

· Administered and supported Microsoft environments, including user accounts and access.

· Led client onboarding and technology setup, facilitating seamless integration and minimising downtime.

· Provided dedicated VIP support to senior stakeholders, achieving rapid incident resolution and maintaining operational continuity.

· Provided Windows and macOS support across a varied client environment.

· Worked with 3rd Line engineers and external vendors to resolve complex technical issues.