● 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