Rachael Hagland
@rachaelhagland
Technical Support Engineer delivering rapid, researched Microsoft customer solutions across EMEA.
SpainWhat I'm looking for
I provide technical support to Microsoft customers within the EMEA region, prioritising cases based on severity. When a case comes in, I reach out to the customer to gather information, then research and investigate to clarify the situation.
My approach combines remote sessions with the customer, technical data collection, and issue reproduction in both the customer environment and my lab environment for diagnostics. I also work collaboratively with colleagues, review internal articles and workflows, identify possible solutions, and discuss or implement them with the customer where appropriate. I maintain regular communications with my customers and seek resolutions in a timely manner.
Previously, I worked as an advocate supporting vulnerable adults, with responsibilities grounded in legal frameworks including the Mental Health Act 1983 and the Mental Capacity Act 2005. I’m comfortable producing professional reports, taking contemporaneous notes, and communicating clearly with multiple organisations—bringing a person-centered, detail-focused mindset to every case.
Experience
Work history, roles, and key accomplishments
I am responsible for providing technical support to Microsoft customers within the EMEA region.
As a Technical Support Engineer, I receive cases which must be prioritised based on severity. When I receive a case, I must first reach out to the customer to ascertain as much information as possible. Once the situation is clear, I undertake the necessary research and investigation. This may involve; r
I was responsible for providing person centered advocacy to vulnerable adults throughout Hertfordshire, abiding by the legal framework of; the Mental Health Act 1983, the Mental Capacity Act 2005, the Deprivation of Liberty Safeguards, the Local Authority, and the Social Services and National Health Service Complaints (England) Regulations 2009
As a Mental Health Advocate, my role consisted of; in
Education
Degrees, certifications, and relevant coursework
London South Bank University
Combined Honours Degree, BSc (Hons) Forensic Science with Psychology
2008 - 2011
London South Bank University
BSc (Hons) Forensic Science with Psychology, Forensic Science with Psychology
2008 - 2011
Completed a BSc (Hons) in Forensic Science with Psychology as part of a Combined Honours Degree program.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Salary expectations
Social media
Job categories
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