• Address support tickets escalated from tier 1 and 2 support levels within ServiceNow • Escalate and track support tickets with vendors • Troubleshoot out of the box SharePoint Online, OneDrive, Microsoft Teams, Microsoft Forms, Power Automate, OneNote and Viva Engage functionality • Troubleshoot Microsoft Flow automation • Assist with tenant migration, consolidation, and decommission activities • Promote Copilot adoption • Generate reporting that tracks and trends issues and make recommendations toward resolution • Maintain Knowledge Base articles, eLearning, and training content • Maintain schedule and book resources for weekly training webinars • Prioritize problems and issues as needed • Plans, schedules, and coordinates server hardware, application software installations and upgrades for systems implemented in the Enterprise • Ensures team follows change management processes and makes suggestions on change management process improvements • Installs and supports virtualization solutions for the organization • Develop solutions in a physically distributed environment throughout all phases of its lifecycle to define, implement and support proof of concept, design, configuration, automation, testing, migration phases, triage incidents to resolution and mentoring of other team members • Installs and supports device integration solutions • Maintains understanding of technology stack components from desktop to wide area network, to troubleshoot integration conflicts and isolate issues for resolution • Analyzes business requirements and creates technical recommendations • Provides maintenance, testing, documentation and training for the operating systems and hardware • Assists with and supports workstation and server administration procedures • Ensures capacity monitoring processes are followed and initiates corrective activities • Monitors and tunes diagnostic imaging and other systems implemented in the Enterprise to achieve optimum performance levels • Assists in capacity monitoring and planning process design and review • Recommends improvements to current technical architecture • Implements backup and recovery procedures to ensure data/media recoverability for site-based systems • Participates as needed in disaster recovery and business continuance configurations and procedures • Follows quality assurance processes to ensure proper system operation, optimum performance, and absence of defects • Ensures integrity for application delivery and directory administration for the Enterprise • Monitors tasks and resources and initiates corrective actions • Communicates with staff and clients to keep them informed with regard to activity status and potential problem areas • Prioritizes problems and issues as needed • Works collaboratively with vendors at technical and management level to resolve problems and manage escalation • Tracks and trends problems and makes recommendations towards resolution