Provide first and second-level technical support for end-users across Windows and macOS environments. This role involves managing Microsoft 365 services, troubleshooting hardware/software issues, and supporting device management through Microsoft Entra and Intune.
Key Responsibilities:
User Support:
* Serve as the first point of contact for IT issues via phone, email, or chat.
* Diagnose and resolve common technical problems, including password resets, connectivity issues, and software installation.
* Escalate unresolved issues to higher-level support with detailed troubleshooting notes.
* Microsoft 365 Administration:
* Manage user accounts, licenses, and permissions in Microsoft 365.
* Provide support for Exchange Online, Teams, SharePoint, and OneDrive.
* Implement security measures such as MFA and conditional access policies.
Device Management:
* Enroll and manage devices using Microsoft Entra ID and Intune.
* Apply compliance policies, monitor device health, and push updates remotely.
* Assist with onboarding new users and configuring workstations.
Troubleshooting:
* Provide support for Windows and macOS systems, including desktops, laptops, and peripherals.
* Perform advanced remote troubleshooting and remediation actions.
* Investigate error messages and resolve hardware/software conflicts.
Maintenance & Monitoring:
* Use RMM tools and Intune for patching, vulnerability alerts, and performance monitoring.
* Ensure timely updates for operating systems and applications.
* Document all actions and maintain accurate records.
Required Skills & Qualifications:
* Strong knowledge of Microsoft 365 administration and troubleshooting.
* Familiarity with Microsoft Entra ID and Intune for device and identity management.
* Basic networking knowledge (IP addressing, firewalls).
* Experience supporting Windows and macOS environments.
* Excellent communication and problem-solving skills