Benjamin Hitimana

Experience

• 

  SOLVIT AFRICA

  Jul 2022 - Oct 2022

  Back End Developer
• 

  Tek Experts

  Apr 2023 - now

  Tech Support Engineer - M365

  1. Communicating with end users/system administrators/solution integrators via phone, email, and chat toidentify, diagnose, and troubleshoot their needs, as well as setting expectations and delivering guidance on resolving the issue.2. Applying technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identifying escalated urgent situations impacting business priorities, troubleshooting, and reproducing customer issues in a lab environment.3. Providing technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.4. Maintaining documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.5. Mentoring junior support engineers. Show less