• Act as a Tier 2 escalation point for complex desktop, application, network, and hardware issues that cannot be resolved at the initial support level. • Provide advanced troubleshooting and root-cause analysis to minimize repeat incidents and improve system reliability. • Continuously expand expertise in systems and network administration to enhance performance, stability, and security. • Support and maintain virtualization environments using technologies such as Hyper-V, VMware, and Veeam, assisting with optimization and issue resolution. • Collaborate closely with Systems Administrators on projects, upgrades, and preventative maintenance activities. • Deliver responsive end-user support through a ticketing system, phone, and in-person requests, ensuring minimal disruption to manufacturing and office operations. • Create, update, and improve technical documentation, standard operating procedures, and knowledge base articles to support consistent service delivery. • Assist with deployment, configuration, and lifecycle management of IT assets across enterprise environments. • Support backup, disaster recovery, and business continuity processes, escalating risks or failures as appropriate. • Provide after-hours support as part of an on-call rotation, ensuring timely resolution and appropriate escalation of critical issues.