● Provide first level technical support and initial incident triage, escalations happen by phone, email or ticketing system. ● Respond and resolve hardware, software or basic network issues for 800+ users in our head office and international offices in the UK, Africa, Middle East and Asia. ● Logging of all calls and problems in Concern’s ticketing system & follow through to resolution in a timely manner, and adhering to SLA’s. ● Taking ownership of user problems and being proactive when dealing with user issues. ● Assist in the setup, configuration, and maintenance of end-user devices and peripherals for On-boarding and Off-boarding users. ● Created, contributed and published knowledge-base documentation within the department and organisation. ● Escalate issues appropriately and with the required level of detail internally within Concern. ● Adhere and enforce all IT related procedures and policies. ● Ensure that a strong customer service ethos is provided.

● Oversees IT infrastructure within the company. ● Provided support with hardware, software and network issue. ● Provided setup of laptop, desktop and printers. ● Identified user issues, diagnosed problems and provided a workable solution. ● Lead support customer liaison for an e-commerce shop and increased sales and production by 10% per year. ● Website configuration for the company and e-commerce shop.

● Oversees Audio and Visual aspect of the organisation. ● Identified and resolves AV equipment and connectivity issues. ● Providing required technical support for live and remote events. ● Supervised work of trainee technicians and offered feedback and guidance on their work and performance. ● Install and maintain AV equipment. ● Creating work plans and diagrams to make workload efficient and carriable.