Provide L2 support for OA (Office Automation) infrastructure, applications, systems, and end-user issues.
Troubleshoot and resolve desktop, laptop, printer, scanner, network connectivity, and peripheral issues.
Support Windows OS, Microsoft 365, Active Directory, DNS, DHCP, Group Policy, and endpoint management.
Provide support for Microsoft Intune device enrollment, policy deployment, compliance, and troubleshooting.
Troubleshoot LAN/Wi-Fi connectivity issues and coordinate with the Network team for L2/L3 issues.
Support user account creation, password reset, access permissions, and security policies.
Support CyberArk/PAM-based privileged access as per company security procedures.
Install, configure, and troubleshoot approved software and applications.
Coordinate with application, server, network, security, and vendor teams for complex issues.
Monitor and follow up on incidents and service requests through ServiceNow/ITSM.
Perform root-cause analysis for recurring issues and maintain proper documentation.
Follow change management, incident management, and problem management processes.
Ensure endpoint security tools such as CrowdStrike/Trellix/Intune are installed and functioning.
Prepare daily/weekly support reports and maintain asset/inventory records.
