• Provides Tier 2 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center family • Resolves user requests through discussions with users and coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintains support related documentation for certain end user platforms, monitoring environments, responding to alerts, and addresses service outages