• Remote Support: Remote troubleshooting as part of the primary help desk team. You will be troubleshooting Windows OS, desktop apps (O365, line-of-business), printing, VPN, and SSO (Entra ID, conditional access). • Escalated Support: Handle Level 2 tickets escalated from Tier 1 technicians. This can include desktop, server, and network issues. • User Management: Manage onboarding/offboarding, such as configuring user accounts in Active Directory, Microsoft 365, and Google Workspace licenses, device provisioning and MFA and app deployment. • Server & Network Support: with Windows Server (2016–2025), Exchange, VPNs, firewalls, routers, and switches, LAN/WAN. Network triage: DHCP/DNS, site-to-site/remote access VPN, VLAN basics, firewall/SW/AP reboots and configuration checks (SonicWALL, Ubiquiti, Fortinet). • Security & Patching: OS patches, antivirus updates. Assist with security monitoring and remediation. Email security hygiene: SPF/DKIM/DMARC checks, quarantine/release workflows (Proofpoint/Sophos or equivalents). • Use Autotask, NinjaOne, and IT Glue. • Maintain detailed ticket notes, update internal documentation, and contribute to the knowledge base. • Work closely with senior engineers and project teams on deployments and escalations. • Communicate efficiently with non-technical users by setting clear expectations and closing the loop.