Jagonnath Sarker
IT Support Engineer
Hamburg
Summary
Customer focused IT Support/Desktop Support professional with 15+ years of experience providing Level 1-2 support in Windows and Microsoft 365 environments. Strong troubleshooting skills, clear communication in English and basic German, and a proven record of resolving incidents quickly while maintaining high user satisfaction. Experienced with ITSM tools, hardware support, and onboarding/offboarding processes.
Overview
16
16
years of professional experience
7
7
Certifications
Work History
Sub Assistant Engineer, Junior Assistant Manager (Grade I& II)
Power Grid Bangladesh PLC
Dhaka, Bangladesh
07.2010 - 07.2025
- Provided 1st & 2nd level IT support to 1200+ users in office and remote environments.
- Resolved incidents daily basis via ticketing systems while maintaining high SLA compliance.
- Diagnosed and resolved hardware, software, and network issues for Windows and macOS systems.
- Managed Active Directory (GPO, user accounts, groups, permissions, password resets).
- Supported Microsoft 365 / Office 365 (Outlook, Teams, SharePoint, OneDrive.)
- Installed, configured, and maintained workstations, laptops, printers, virtual machine and peripherals.
- Performed user onboarding & offboarding, including account setup and hardware preparation.
- Troubleshoot network issues (TCP/IP, DNS, DHCP, VLANs, Wi-Fi network, replacement of router, Switches and escalate complex problems to first/second level support.
- Supported remote users via VPN, RDP, and remote support tools.
- Assisted with Windows updates, antivirus, and basic network troubleshooting.
- Achieved 92%+ user satisfaction scores through clear communication and follow-up.
Electrical Engineer
BJN Engineering, Procurement & Construction GmbH
Hamburg
08.2025 - 03.2026
- Supervise installation of electrical systems including transformers, switchgear, cable trays, lighting, and control panels.
- Ensure all work meets technical specifications, drawings, and safety standards.
- Perform pre-commissioning tests: insulation resistance, continuity, polarity.
- Support functional testing before energize of electrical systems.
- Coordinate with subcontractors to maintain quality and schedule.
Education
Bachelor of Science - Electrical & Electronic Engineering (EEE)
01-2007
Skills
Operating Systems: Windows 10/11, basic macOS
Certification
Desktop IT Support
Additional Information
Eligible to work in Germany, Available for on-site or hybrid roles, Willing to relocate
Affiliations
Institution of Engineers Bangladesh (IEB), M-28180
Languages
English
Advanced
German
Elementary
Personal Information
Work Permit: Valid for full-time skilled employment permit in Germany
Custom Section
- Mobile, +49 177 2619237
- Whatsapp, +8801712578582
Timeline
Electrical Engineer - BJN Engineering, Procurement & Construction GmbH
08.2025 - 03.2026
Sub Assistant Engineer, Junior Assistant Manager (Grade I& II) - Power Grid Bangladesh PLC
07.2010 - 07.2025
Dhaka University of Engineering & Technology (DUET) - Bachelor of Science, Electrical & Electronic Engineering (EEE)