IT Support Engineer
Kapil Pandey
Four years keeping business customers working: Microsoft 365, Intune, Azure RDS, networks, backups and email security, supported remotely and onsite.
About
I support business customers at a UK hosting and managed IT provider. My day covers Microsoft 365 administration, device management, servers, networks and email security, and I work with people at every level, in person and remotely. I started out as a web developer and hosting support engineer in Nepal, then completed an MSc in Computer Science in the UK.
I like finding the root cause, fixing it properly and explaining it clearly. I also guide interns and junior colleagues as they learn the job.
Skills
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Microsoft 365
Entra ID, Exchange Online, SharePoint Online, licensing, email and SharePoint migrations, audit and content search.
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Intune and endpoints
Device policies, compliance and security settings, with Windows 10 and 11 endpoints kept patched and up to date.
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Azure RDS and servers
Remote Desktop Services user setup and profiles, server administration and Hyper-V virtual machines.
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Backups
Ahsay CBS backups of SharePoint, mailboxes, local computers and VMs, with log checks and file restores.
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Networking
LAN, Wi-Fi and TCP/IP, network printers and Zyxel Nebula, including onsite installation.
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Email and DNS
SmarterMail and Microsoft 365 mail flow, SPF, DKIM and DMARC, and DNS managed through Cloudflare.
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Security
Proofpoint and MailCleaner filtering, Bitdefender antivirus monitoring, data protection and user security awareness.
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Service desk
1st and 2nd line support, tickets in Atera, work to SLAs, and root cause analysis on complex incidents.
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Remote support
Atera RMM and ConnectWise Control for patching, device updates, scripts and monitoring.
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Hardware
Device builds and repairs, secure data wiping and resets, decommissioning and asset tracking.
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HTML, CSS and JavaScript
Designed and built client websites during my years as a web developer.
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Web hosting
Hosting, domain and email administration, with customer support for hosting clients.
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Experience
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Dec 2022 to present
Technical Support Engineer
Fortis Hosting Ltd, United Kingdom
- Provide 1st and 2nd line support by phone, email and remote tools, working to agreed SLAs and tracking tickets in Atera.
- Administer Microsoft 365 tenants, licensing and mailboxes, and deliver email and SharePoint migrations.
- Manage devices with Intune, Atera and ConnectWise Control, covering patching, updates and scripts.
- Support Azure RDS, servers, Hyper-V and customer networks, including onsite installations.
- Run Ahsay backups and restores, and maintain email security with Proofpoint, MailCleaner and Bitdefender.
- Guide an intern and junior colleagues through incidents and support processes.
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May 2017 to Sept 2019
Web Developer and Web Hosting Support
Nepal
- Designed and built client websites using HTML, CSS and JavaScript.
- Administered hosting, domain and email services and supported hosting customers.
Education and certifications
MSc Computer Science
York St John University, United Kingdom
B.Tech Computer Engineering
BVC Engineering College, India
CompTIA A+
Hardware, software and troubleshooting
Cisco Networking
Networking certification
Get in touch
I'm open to IT support and Microsoft 365 roles in the UK. Email me and I'll reply promptly.