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Thalha Ishak
@thalhatechsup
IT Technical Support Engineer L1 L2
Sri Lanka
Anglais, Tamoul, Cinghalais, Malayalam
À propos de moi
I am a results-driven IT Support Engineer with over 6 years of experience delivering remote and onsite technical support across multinational environments. I am experienced in Service Desk L1/L2 operations, Microsoft 365 administration, Active Directory, and ITSM platforms. I have a proven ability to troubleshoot complex technical issues, maintain SLA compliance, and deliver exceptional customer service in fast-paced enterprise environments.
Compétences
Thalha Ishak
hors ligne •
Temps de réponse moyen de 1 heure
Voir mes services
Assistance technique
I will provide remote IT support for windows and mac
Expérience professionnelle
IT Technical Support Engineer
HCI • Temps plein
Dec 2023 - May 2026 • 2 yrs 5 mos
• Provided remote L1 and L2 IT support for global enterprise users across multiple regions. • Managed incidents and service requests through ServiceNow while maintaining 95%+ SLA compliance. • Supported Microsoft 365, Active Directory, VPN, printers, enterprise applications, and end-user devices. • Troubleshot hardware, software, network, and access-related issues for worldwide users. • Escalated complex incidents to L3 support teams and tracked cases through to resolution. • Coordinated with cross-functional teams to ensure timely issue resolution and customer satisfaction. • Created and maintained technical documentation and knowledge base articles. • Performed user onboarding/offboarding, account provisioning, and hardware deployments.
IT Help Desk Support Engineer
Support EXP • Temps plein
Sep 2021 - Sep 2023 • 2 yrs
• Delivered hardware and software support for end users. • Performed desktop/laptop deployments, peripheral installations, and network troubleshooting. • Supported user onboarding, software installations, and asset management. • Maintained IT documentation and ensured high-quality customer support.
IT support Engineer
Qatar • Temps plein
Oct 2018 - Feb 2020 • 1 yr 4 mos
• Installed, configured, and maintained hardware and software systems. • Managed Active Directory user accounts and provided technical assistance to office staff. • Performed troubleshooting for desktops, printers, and network-related issues. • Supported daily IT operations and maintained IT inventory records.
