Support Engineer · Akita IT
Feb 2025 – present · Maidstone, Kent
MSP for 370+ client businesses; part of the team named SDI MSP Service Desk of the Year (SME) 2025.
- Tickets. Work the queue by priority against SLA, keep the client updated while the fix is in progress, and write the fix up so the next one closes faster.
- User and tenant administration. Set up and remove accounts and mailboxes, create security groups and manage their membership, and change Teams and SharePoint permissions across client tenants.
- Policies and Intune. Write and change Conditional Access, Group Policy and Intune configuration policies; package and distribute apps through Intune; fix Autopilot enrolment, hybrid-join and MFA lockout faults (registry and profile repairs, AAD broker resets).
- Security alerts. Triage detections in Huntress, Defender for Business and Sophos Central. Isolate the machine first, work out what happened, escalate what's serious.
- Networks. SonicWall, FortiGate and Sophos firewalls; Aruba/HP, Cisco and UniFi switching; VPNs and RADIUS. Sometimes the fix is a channel change on an access point; sometimes it's ringing the ISP and waiting politely.
- Email deliverability. Trace why, then check and correct the SPF, DKIM and DMARC records, for clients on Microsoft 365, Google Workspace and other hosts.
- Automation. PowerShell and Power Automate for onboarding and offboarding and for bulk changes that would otherwise be done one user at a time.
- On-site and out-of-hours work. New kit, rack and patch work, NAS installs and print (PaperCut, Universal Print); out-of-hours patching of Windows servers and Veeam backup systems.
- Client advice. Explain the fix without the jargon, and flag ageing kit or upgrades worth planning.