Desktop Support Engineer
About Candidate
Introduction:
With 15 years of IT support experience, the candidate transitioned from on-premise technical support to SaaS and IaaS roles, demonstrating adaptability and continuous learning. Starting as a Network Administrator, they advanced to senior support roles in Okta, Microsoft Azure OpenAI, and Sage Intacct, gaining expertise in identity management, cloud platforms, and enterprise IT services. Their responsibilities encompassed troubleshooting, system integrations, incident management, and technical escalations. They actively contributed to knowledge management, process automation, and cross-functional collaboration with engineering, product management, and sales teams. Their ability to reproduce customer workflows, diagnose defects, and implement fixes showcases their problem-solving skills. They played key roles in mentoring new hires and enhancing internal documentation. Their expertise spans IT governance, security, cloud platforms, and technical triage. With hands-on experience in networking, virtualization, automation, and software development support, they excel in complex troubleshooting and stakeholder management.
Responsibilities:
- Troubleshot and resolved customer issues via phone, email, chat, and live video sessions.
- Collaborated with engineering teams to escalate and diagnose product defects.
- Reproduced customer workflows to identify root causes of issues.
- Managed technical escalations, ensuring timely resolutions and customer satisfaction.
- Developed internal knowledge bases, instructional videos, and training materials.
- Conducted live configurations and troubleshooting during production outages.
- Assisted in onboarding new team members and streamlining training processes.
- Engaged with cross-functional teams, including sales, product management, and engineering.
- Provided SaaS, IaaS, and cloud support, ensuring optimal platform performance.
- Implemented automation tools and process improvements to enhance efficiency.