Providing Level 1 technical support via phone, email, remote support, and onsite visits when required.
Troubleshooting Microsoft 365-related issues including Outlook, Teams, Exchange Online, SharePoint Online, and OneDrive.
Supporting Windows 10 and Windows 11 devices.
Managing user accounts, passwords, MFA, and access permissions.
Diagnosing and resolving hardware, software, printer, and peripheral issues.
Monitoring alerts and proactively responding to system notifications.
Creating, updating, and managing support tickets while maintaining SLA commitments.
Escalating complex incidents to senior engineers when appropriate.
Maintaining accurate documentation and knowledge base articles.
Assisting with onboarding and offboarding activities.
Supporting mobile devices and endpoint management platforms.
Working closely with infrastructure and cloud teams to develop technical capability. These activities complement the support, maintenance, escalation, inventory, customer communication, and documentation responsibilities outlined in the current role description.
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