IT Support Specialist
Extratech
08.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Used ticketing systems to manage and process support actions and requests.
- Following up on pending and delayed technical issues, prioritize, update status and escalating those issues to level 2 or above if there is difficulty to manage by Helpdesk.
- Troubleshooting Windows 10 issues including admin password recovery, system recovery, software issues, applications, licensing, BSOD, windows backup and restore, recovery, update, and upgrade.
- Addressing network connectivity issues such as physical connectivity issues, slow network connection, and inability to connect to printer, identifying wireless devices, metered connection issues, and cable issue testing using LAN tester
- Onboarding, offboarding of staff, enabling and disabling account, creating groups, adding NTFS permissions to files and folders, assigning to Security group for accessing files and folders in Active Directory of Windows Server 2019
- Employing Group Policy in Windows Server 2019 such as enforcing strong password requirements, restricting applications, limiting access to control panel and desktop wallpapers
- Troubleshooting outlook issues including creating email accounts, setting up signatures, configuring auto-reply messages, importing and exporting emails, recovering lost emails, scheduling events and sharing them on the calendar, as well as adding Add-in features
- Efficiently managing and troubleshooting Office 365 admin suite such as creating new user accounts and groups, managing shared mailboxes, performing password resets, handling license assignments, tracing mail, and configuring automated reply to settings for messages
- Implementing and managing Multi-Factor Authentication and self-service password reset in Azure Active Directory, and Microsoft 365 for enhancing security and enabling seamless user authentication and password management
- Assisting with creation, configuration, and maintenance of SharePoint sites, including document libraries, lists, workflows, and other site components, and granting permissions to users following the company guidelines
- Creating and managing users, channels, and groups in MS Teams, as well as diagnosing and resolving basic technical issues such as network connectivity problems, addressing audio and video quality issues
- Assisting team members with the enrollment process for their devices, deploying applications, as troubleshooting device configuration and policy issues in Microsoft Intune
- Troubleshooting several printer-related issues including printer installation and setup, driver issues, connectivity issues, and printer spoiler issues.
- Daily backup of customer files and folders and recovery/restore the missing files and folders as per customer request using Windows server backup 2019 and recovery tools like Veeam and Datto.
