Sahil Shrestha

• Provide on-site and remote technical support to staff, ensuring efficient issue resolution and user satisfaction.

• Perform Level 1 & 2 troubleshooting for Windows OS, Microsoft 365 applications, and enterprise software, addressing user issues effectively.

• Respond to tickets and Teams pings, resolving technical issues related to hardware, software, and network connectivity.

• Record and manage service requests, incidents, and resolutions using FreshService, ensuring clear and accurate documentation.

• Assist the IT Service Desk, monitoring and actioning tickets, calls, and tasks via shared mailboxes.

• Manage new starter desk setups, including hardware deployment, laptop imaging, and application provisioning using Intune.

• Deploy and manage company applications using Intune, collaborating with product owners for testing and deployment.

• Maintain and upgrade computers, servers, printers, and other IT assets, ensuring they are up-to-date and functioning properly.

• Administer and manage Microsoft 365 and Azure AD, handling user profiles, permissions, and email configurations.

• Maintain SharePoint by integrating new Microsoft features, updating content, and enhancing internal communication.

• Provide meeting room AV support, troubleshooting Teams meetings, VC systems, ClickShare, HDMI, and mobile unit connections.

• Implement and maintain security measures such as firewalls, antivirus software, and data encryption to protect firm and client data.

• Perform routine server administration, including backups, monitoring updates, and ensuring server stability.

• Provide first-level technical support to end-users by troubleshooting hardware and software issues, resolving network connectivity problems, and assisting with IT-related inquiries via phone and email

• Record and document all service requests, incidents, and resolutions using Jira software for ticketing, ensuring accurate and detailed logs for future reference and analysis

• Assist in the setup, configuration, and maintenance of laptops, desktops, and mobile devices for new and existing employees, ensuring all equipment is functioning properly and securely

• Offer basic IT training and guidance to users on software applications, security best practices, and new technology implementations to enhance their overall IT proficiency and self-sufficiency