Vincent Elvis Kabengele

Provide remote MSP helpdesk support for business users across Microsoft 365, Windows, Outlook, Teams, SharePoint, OneDrive, Exchange Online, Entra ID, MFA, printers, endpoints, VoIP, and day-to-day IT support requests.

Handle ticket triage, client communication, remote troubleshooting, monitoring alerts, user onboarding/offboarding support, documentation, escalation notes, and follow-up until issues are resolved.

Work with MSP tools such as ConnectWise, NinjaOne, N-able, Microsoft 365 admin portals, Proofpoint, Huntress, ThreatLocker, Office Protect, TeamViewer, and other remote support/security tools.

Maintain clear ticket notes, update users professionally, document troubleshooting steps, and support internal knowledge base/process improvements in a fast-paced MSP environment.

Provided first-line remote IT support for UK MSP clients, handling Microsoft 365 admin tasks, user access requests, mailbox permissions, shared mailbox access, distribution groups, MFA resets, SharePoint/OneDrive permissions, Teams issues, printer troubleshooting, onboarding/offboarding, and general user support.

Managed support tickets through Autotask, gathered user details, documented troubleshooting steps, followed SLA-based triage, and escalated issues to the correct support queue when needed.

Provided remote support using TeamViewer and supported users with day-to-day IT issues across Microsoft 365, Windows, email, permissions, printers, and basic connectivity problems.

Maintained clear ticket notes, client updates, escalation details, and follow-up in a fast-paced MSP environment.

Provided technical support, escalation handling, troubleshooting, customer communication, documentation, and platform support for SSL/TLS, certificate lifecycle, and managed PKI-related services.

Handled complex customer issues, investigated technical problems, worked with internal teams, maintained clear documentation, and followed up with customers until issues were resolved.

Supported business and enterprise customers with service requests, product guidance, technical explanations, and issue resolution in a professional support environment.

Maintained knowledge base articles, internal notes, customer updates, and support documentation to improve resolution quality and team efficiency.

Provided onsite and remote IT support for business clients in an MSP environment.

Supported Windows desktops, laptops, Windows Server, Active Directory, Exchange, Google Workspace, networking, LAN/WAN, Wi-Fi, VPN, printers, backups, antivirus, firewall/proxy issues, and general business IT operations.

Handled user support, troubleshooting, installations, client site visits, system setup, documentation, escalations, and follow-up until issues were resolved.

Worked with business users across different client environments and maintained a strong focus on customer service, problem-solving, and clear communication.