Senior Helpdesk Associate

Technical & Professional Skills

• Administration and troubleshooting across Exchange Online, Teams, SharePoint Online, OneDrive for Business, and Outlook.

• Microsoft Entra ID (Azure AD), Active Directory, MFA, Conditional Access, SSO, and RBAC.

• Microsoft Intune (MDM/MAM), Windows Autopilot, compliance policies, configuration profiles, and device lifecycle management.

• Microsoft Defender, endpoint security, device compliance, vulnerability remediation, and security best practices.

• Windows 10/11, macOS, iOS/Android support, VPN, DNS, DHCP, TCP/IP, and wireless connectivity.

• ServiceDesk Plus, full incident/change management lifecycles, and SLA-driven operations.

Professional & Soft Skills

• Exceptional analytical and troubleshooting capabilities with a proactive, solution-oriented mindset.

• Strong customer service acumen, effective teamwork, and autonomous execution.

• Skilled in knowledge sharing, thorough technical documentation, and guiding Level 1 support engineers.

• Proven ability to manage multiple competing priorities and consistently meet strict deadlines.

Added Advantages

• PowerShell scripting, automation, and Microsoft Graph API knowledge.

• Certifications: Microsoft certified (e.g., MS-102, MD-102, AZ-900, SC-900).