# experience.log
2nd Line Helpdesk Engineer
- Handle day-to-day helpdesk issues and escalations from 1st line support.
- Carry out on-site work at client locations to resolve hardware, network, and infrastructure issues.
- Deliver IT projects alongside regular support duties.
1st Line Helpdesk Engineer
- Provided first-line technical support, triaging and resolving day-to-day IT issues.
- Escalated complex issues to 2nd line support as needed.
IT Apprentice
- Completed an IT apprenticeship covering helpdesk support and core infrastructure fundamentals.
- Progressed to 1st line engineer after just over a year.