Thomas Knights
Jarrow,Tyne and Wear
Summary
Technical Support Engineer with hands-on experience across Microsoft 365, Azure AD, Windows 11, and Intune. Skilled in supporting Apple iOS and Microsoft Surface devices, delivering clear and user‑focused technical assistance, and applying ITIL principles to ensure reliable service delivery. Strong communicator with the ability to explain technical issues in simple terms and maintain accurate, user-friendly knowledge documentation.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work history
Associate End User Computing Engineer
Homes England
2023.10 - Current
- Delivered support and administration across core Microsoft 365 applications such as Outlook, OneDrive, SharePoint, and Teams, resolving sync issues, permissions problems, and application performance concerns.
- Contributed to ITIL Continuous Service Improvement by enhancing the ServiceNow tasks, implementing workflow changes that improved accuracy, compliance, and end‑to‑end efficiency.
- Utilised Microsoft Intune (Endpoint Manager) for device enrolment, compliance policy management, application deployment, and mobile device management.
- Provided technical support for Apple iOS devices and Microsoft Surface hardware, including configuration, troubleshooting, diagnostics, and performance optimisation.
- Deployed, configured, and troubleshot Windows 11 devices, resolving system, performance, and configuration issues across the estate.
- Supported internal business applications such as IMS and PCS, assisting users with access, troubleshooting, and operational queries to ensure continuity of service.
End User Computing Engineer
Homes England - PSR
2023.04 - 2023.09
- Supported and coordinated the company‑wide mobile network migration, assisting users across all departments and collaborating closely with external support teams to ensure a smooth transition.
- Provisioned and distributed IT hardware, including new and replacement mobile devices, and prepared full IT starter kits for new employees.
- Managed incidents and service requests through ServiceNow and in‑person walk‑ups, delivering timely resolutions, equipment replacements, and essential consumables.
- Maintained accurate asset records by registering, updating, and assigning equipment, working alongside the Asset Management team to recover data‑bearing devices and identify potential lost assets.
IT Service Desk Analyst
HMRC - Brookstreet
2022.05 - 2022.10
- Handled 1st Line incidents from users, stakeholders, and colleagues via phone and online chat, delivering resolutions and fixes wherever possible
- Provided technical support for HMRC‑specific applications and general software, including Office 365 tools such as Word, Excel, and OneDrive.
- Logged and documented all incidents in ServiceNow, ensuring clear records of user issues and the steps taken to resolve them.
- Researched and reviewed knowledge articles, offering feedback to keep guidance accurate, current, and aligned with user needs.
- Collaborated with 2nd Line Support teams when issues required escalation or deeper technical investigation.
Education
Bachelor of Arts - Illustration
Newcastle College
2017.09 - 2020.07
A-Levels - Art & Photography
Monkseaton Community High School
2013.09 - 2015.07
GCSEs -
Monkseaton Community High School
Skills
Microsoft & Cloud Technologies
Microsoft 365 Apps
Exchange Online, SharePoint, OneDrive
Azure AD
Windows 11 support
Intune / Endpoint Manager
Devices & Hardware
Apple iOS device support
Microsoft Surface devices
Hardware diagnostics
Performance optimisation
IT equipment provisioning
Service Management
ITIL® 4 Foundation
Incident & request management (ServiceNow)
Continuous Service Improvement (CSI)
Asset management
Knowledge base creation
Communication & Support
Clear non‑technical explanations
Customer‑focused support
Phone, chat, email & walk‑ups
Supporting new team members
Cross‑team collaboration
Timeline
Associate End User Computing Engineer
Homes England
2023.10 - Current
End User Computing Engineer
Homes England - PSR
2023.04 - 2023.09
IT Service Desk Analyst
HMRC - Brookstreet
2022.05 - 2022.10
Bachelor of Arts - Illustration
Newcastle College
2017.09 - 2020.07
A-Levels - Art & Photography
Monkseaton Community High School
2013.09 - 2015.07
GCSEs -
Monkseaton Community High School