• Receive and respond to internal incident escalations, providing consultation, next-step guidance, or direct resolution assistance. • Receive and respond to inbound incident requests from clients and external users via phone, email, or ticketing system. • Perform advanced troubleshooting of desktop, network, and application incidents—including connectivity, VPN, VLAN, and access issues. • Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure. • Provide break/fix and educational support for workstations, Office & GSuite, line-of-business applications, peripherals, connectivity, and mobile devices. • Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation. • Coordinate vendor escalations for resolution of uncommon incidents, ISP outages, or platform issues. • Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and client satisfaction. • Provide assistance to Tier 3 staff with problem research, documentation, and resolution validation. • Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution and team efficiency. • Provide spot training and technical guidance for Engineer I team members on best practices and troubleshooting techniques. • Maintain or exceed departmental performance metrics for utilization, response time, and CSAT. • Maintain detailed documentation and progress notes on all support tickets and client communications. • Perform routine maintenance tasks on computer equipment, peripherals, and system resources as required. • Participate in scheduled after-hours maintenance windows or on-call rotation as needed to ensure uptime and service continuity. • Work independently under general supervision with latitude for creative problem-solving and decision-making.