Alistair Robertson
Escalations Engineer at Euro Systems- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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3CX Advanced Certified Engineer v16
3CXDec, 2019- Nov, 2024 -
3CX Intermediate Certified Engineer v16
3CXJul, 2019- Nov, 2024 -
3CX Basic Certified Engineer v16
3CXJun, 2019- Nov, 2024 -
Microsoft 365 Certified: Teams Administrator Associate
MicrosoftJun, 2021- Nov, 2024
Experience
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Euro Systems IT
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Escalations Engineer
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Aug 2017 - Present
Acting as a 2nd & 3rd line support contact for 300+ customer environments ensuring a prompt and efficient solution is chased for all raised cases. liaise with both customer representatives and support team members to highlight repeat support issues, Identify any common causes and where possible implement new GPO, script or other method of automation suitable to reduce time spent on otherwise mundane or repetitive work such as, Drive mapping, Software installation (MSI), Printer deployment, Icons and shortcuts, local security features. feature lockout / lock-down on local machines, Redirected folders & more. Scope and carry out project work such as exchange migrations to office 365, migrations to and from OneDrive, Dropbox and SharePoint. Upgrading / replacing old servers with with newer versions, (have extensive experience ranging from 2003-2019 OS). Mass deployment of remote access solutions ranging from VPN's on firewall / routers, RRAS servers & DUO 2fa direct access. Acting as an escalation point of contact for the company's hosted telephone system 3CX. Responsible for troubleshooting any issues that may arise with configuring new extensions, DDI's, Ring groups, Call queues, IVR reception queues, OOF & holiday messaging, Call reports as well as any issues that may occur with the landline's (SNOM, YEALINK, ASTARA) both from a STUN provisioned and local in LAN SBC type configuration. Creation and regular maintenance of new customer documentation. When necessary work with management to prioritise urgent ongoing issues, Ensuring feed back is given to 1st line and other 2nd line engineers when a case is escalated and solved in order to help bolster the teams knowledge as a whole. Skills used: Troubleshooting, PowerShell, Server Administration, Network Administration, CRM, Group Policies, Microsoft Exchange, Firewalls, VPN, and VoIP Show less
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Edge Testing Solutions (Resillion)
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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IT Administrator
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Feb 2016 - Jan 2017
At Edge Testing Solutions I was responsible for managing IT systems alongside the Technical Consultant. My key responsibilities included: Ensure that all company laptops and other personal computers are configured in accordance with defined standards. Maintain licences for software used by the organisation. Ensure that all mobile devices issued by the organisation are fully encrypted. Act as the initial point-of-contact for all IT and information security issues and incidents. Manage information technology and computer systems. Help spread awareness of information security issues within the organisation. Other Responsibilities included: Assembly and repair of all IT related hardware such as laptops,desktops & servers. Deployment of IT assets and retrieval of IT assets. Resolving all support tickets and documenting the process. Creation and management of user office365 DirSycn'd email accounts. Creation and management of user Active directory accounts, including permissions. Configuring VPN access to the office. Management of the corporate firewall including domain and web-filtering. Ensure the completion of relevant ISO documentation such as SPE (Software Product Evaluation) and Standard procedures for certain features. Show less
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Education
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2014 - 2016
New College Lanarkshire
HND Technical Support, Computing
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