Job
Description
Key Responsibilities: Technical Support & Troubleshooting: Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations. Troubleshoot and resolve complex issues related to O365, Windows, Mac OS , networking, hardware, and software configurations. Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner. Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments. Ensure that all technical issues are resolved with a focus on quality, efficiency , and minimal disruption to clients. Ticket Management & Documentation: Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary. Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures. Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes. System Configuration & Maintenance: Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive. Perform regular system and application updates, patch management , and preventive maintenance on client devices and networks. Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption. Collaboration & Client Interaction: Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security. Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes. Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required. Cloud Infrastructure & Security Awareness: Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments . Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams. Qualifications & Skills: 3-5 years of experience in Helpdesk L2 Support , including 24x7 NOC, SOC , or IT support . Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations. Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint). Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer). Solid L1 to L2 support skills , including device troubleshooting, software installation, patching, and configuration. Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk). Familiarity with cloud platforms like Azure, AWS , and knowledge of cloud infrastructure is a plus. Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations. Excellent documentation skills, with attention to detail in creating clear and structured records . Preferred Certifications: CompTIA A+, Network+, or Security+ Microsoft Certified: Modern Desktop Administrator Associate AWS Certified Solutions Architect (or similar) Azure Administrator certification (preferred) ITIL Foundation
