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IT Technical Support Technician

Bradford · 1st/2nd Line Support · Windows/macOS · Intune · Azure AD · Jamf Pro

Experienced IT professional focused on technical support and troubleshooting. Skilled in resolving complex technical issues and providing top‑notch customer service through strong analytical and communication skills. Committed to improving system performance and user satisfaction.

ITIL environments Customer-first Problem solver
Portrait of Soban Ahmed

Core Skills

Breadth across end‑user support, device management, and Microsoft 365.

End‑User Support

  • Troubleshooting Windows 10/11 software & hardware
  • macOS support & Jamf Pro management
  • Printers, scanners & peripherals
  • Clear, simple explanations for non‑technical users

Microsoft 365

  • Outlook, Teams, OneDrive, SharePoint administration
  • Intune device enrolment, configuration & app deployment
  • Azure AD user provisioning & access control

Systems & Process

  • Active Directory & Group Policy troubleshooting
  • ITIL‑based ticketing (ServiceNow, Freshservice)
  • Asset documentation & knowledge bases
  • Remote tools: AnyDesk, TeamViewer, RDP

Networking

  • IP Addressing, DNS, DHCP
  • VPN troubleshooting
  • Meraki familiarity

Support Mindset

  • Prioritise & manage multiple incidents
  • Meet SLAs in fast‑paced environments
  • Customer‑focused with attention to detail

Tooling

  • ServiceNow / Freshservice
  • PDQ Deploy, Sophos AV
  • Jamf Pro, Intune, Azure AD

Experience

Oct 2023 — Present
IT Technical Support Technician
New Collaborative Learning Trust — Bradford, West Yorkshire
  • 1st and 2nd line support across Windows and macOS environments.
  • Administer Microsoft Intune for enrolment, configuration policies and app deployment.
  • Manage Active Directory and Azure AD for provisioning, GPOs and access control.
  • Use Jamf Pro for macOS software deployment and compliance monitoring.
  • Maintain infrastructure: updates, patching and system health checks.
  • Document procedures and asset inventories via ServiceNow/Freshservice.
Feb 2021 — Oct 2023
IT Technical Support Specialist
Vopium — Copenhagen, Denmark
  • Front‑line IT support across Windows 10/11 and iOS, ensuring timely resolution.
  • Azure administration: account setup, access management, cloud troubleshooting.
  • Translated complex issues into simple, user‑friendly instructions.
  • Diagnosed and resolved hardware, software and network issues efficiently.
  • Met SLAs in a fast‑paced environment with high customer satisfaction.
  • Collaborated on escalations, contributing to team documentation.
  • Handled high volumes of requests via phone, email and ticketing systems.
  • Participated in team meetings and improvement initiatives.

Education

BSc (Hons) Computer Science

University of Bradford — 2016–2019

BTEC Triple Distinction — Networking & Information Systems

Bradford College — 2013–2015

Certifications

Cisco CCNA

CCNA Discovery: Networking for Home and Small Businesses

Contact

Prefer email? sobanahmed@hotmail.co.uk

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