Key Responsibilities: Responding with empathy and respect to support calls and emails. Provide back-end technical support to US-based clients, ensuring prompt resolution of IT issues for managed and data center-hosted clients. Diagnose and resolve technical problems related to client-facing technologies, including computers, IT peripherals, mobile devices, network/telephony hardware, and printers. Perform project work related to network and server environment modifications/builds for clients using Windows Server. Maintain compliance with IT security standards and best practices. Collaborate regularly with technical staff based in the US to ensure client satisfaction and seamless issue resolution. Participate in weekly technical meetings to discuss challenges, improvements, and administrative updates. Participate in periodic on-call rotation for urgent support needs. Required Qualifications & Skills: Strong ability to analyze, document, and determine customer IT requirements. Excellent written and verbal communication skills in English. Self-motivated team player with quick learning abilities. Hands-on experience with: Microsoft Office Suite, Office 365, Windows 10, 11 Antivirus solutions and multifunction printer setup/troubleshooting VMware, Hyper-V, Office 365 migrations, Azure Core Microsoft products such as Windows Server, Remote Desktop Services, and Terminal Services Certifications such as MCSE, MCSA, CCNA and CompTIA A+ are a plus. Strong understanding of networking concepts and issue resolution. Show more Show less