Responsibilities
- Deliver remote technical assistance to users in various geographic regions and time zones.
- Diagnose and resolve problems related to Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN connections, Wi-Fi access, web browsers, and common business software.
- Communicate effectively with end users by setting clear expectations, providing timely updates, and ensuring issues are fully resolved or properly escalated.
- Manage support tickets from initiation to closure, including logging, classification, prioritization, troubleshooting, resolution, escalation when needed, follow-up, and detailed note-taking.
- Escalate complex technical issues to Level 2 or Level 3 teams, infrastructure groups, security units, or application specialists as appropriate.
- Document solutions and interactions in reusable formats to aid in identifying trends and enhancing support efficiency.
- Support employee onboarding and offboarding processes according to established protocols, including account setup and deactivation, access provisioning, and permission audits.
- Assist with basic tasks in Microsoft Entra ID / Azure AD such as managing user accounts, group memberships, multi-factor authentication, and access troubleshooting, referring advanced cases to higher support tiers.
- Respond to service requests in both Microsoft 365 and Google Workspace environments.
- Develop and update internal IT documentation, procedural guides, and knowledge base articles.
- Record frequently occurring issues, known resolutions, and standardized support procedures.
- Ensure all documentation remains accurate and up to date as systems and processes change.
- Identify recurring patterns in support tickets and contribute to service improvements through suggestions for long-term fixes, workflow optimization, standardized processes, and automation support.
Work Arrangement
Remote
