Responsibilities
- Deliver Tier 1 and Tier 2 support for Microsoft technologies such as Windows, Office 365, Teams, SharePoint, and Exchange.
- Diagnose and resolve hardware, software, and network problems using phone, email, or remote access tools.
- Identify and escalate advanced technical issues to senior-level engineers or Microsoft Premier Support as needed.
- Keep detailed records of reported issues, troubleshooting steps, and resolution methods.
- Support the deployment of new systems, software updates, and security patching processes.
- Guide end users on optimal usage practices and inform them about newly available features.
- Work with teams across departments to maintain consistent and efficient IT service delivery.
