• Provide advanced, L2/L3 support to end-users for Microsoft Entra, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management. • Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems. • Diagnose and repairs mechanical, hardware, software, and system failures using established procedures. • Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-users, including Executive Level clients. • Monitor and update Service Desk incident tracking tickets via ServiceNow for issue response and resolution. • Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue. • Work with various automated and manual build and imaging methodologies. • Perform installations, moves, software and hardware additions and changes to end-users IT equipment. • Advanced research of client issues and effectively resolve. • Interact with resolver groups to diagnose and resolve problems when possible. • Document processes and procedures for self-help and for informational troubleshooting for other resolver groups. • Perform end-users adds, changes, deletions and account/MFA/password resets in Entra. • Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.