Technical Support Engineer

• Jun 2021 - Present

•Assist with the resolution of all support calls, with particular focus on creating positive and consistent customer experiences for our global customers. • Ensure that all technical support requests are dealt with and documented in a professional manner and with the high level of technical expertise expected. • Ensure that support requests are logged in the companies CRM system and all emails are responded to in a timely fashion and in accordance with the relevant Technical Support procedure. • Build and actively manage relationships with our Channel Partners to establish a high level of confidence and team spirit between the Security Technical Support team and its customers. • Take an active role in the documentation of technical information that is of value to our customers, evolving the Security Knowledgebase into a world-class knowledge centre for our Gallagher Channel Partners and End Users. • Analytical breakdown of issues and identify root cause of the problem. Providing suitable solutions/workarounds while assisting in developing a permanent solution. • Establish and maintain an open and honest working relationship with all members of the R&D team and to assist in the resolution of technical issues. • Work with relevant Product Testing personnel to ensure that operational considerations are taken into account during the testing phase of problem resolution. When needed, assist with the configuration and general maintenance of both hardware and software on the Gallagher Group Ltd systems. Testing for both correct functionality and fit for purpose operability of new and existing features.

ICT Analyst

• Aug 2019 - Jun 2021

Provide end user support to all IR employees. Both remote support and in person when possible. • Responsible for attending and resolving incidents, issues and tasks assigned in accordance with agreed process and service level agreements (SLAs). • Proactively monitor the work queue to resolve and escalate issues to appropriate groups. • Co-ordinate software and hardware installation, upgrades, and structured ethernet cabling requirements at sites. • Gain and maintain a clear understanding of how business group function and prioritize workloads in a way that supports critical business requirements. • Administration of Microsoft Azure Active Directory and group policies, Exchange Online, Microsoft Intune, MS Teams, Office 365. • Troubleshooting of all technologies - Desktop, Laptop, Tablet, Mobile devices, Printers and multifunctional devices etc. • Maintain knowledge base and training guide to assist other team members and employees. • Asset management and co-ordination with outsourced teams and other stake holders. • Complete other tasks, assignments and projects as requested on an ad hoc basis that are within capabilities.

Customer Service Specialist

• Aug 2016 - Jun 2019

Customer Specialist

• Sep 2011 - Aug 2016