What is your mission?

• Respond to escalated Help Desk tickets requiring Level 2 technical support expertise.
• Perform advanced troubleshooting and resolution of complex Windows 11, application, device, and performance-related issues.
• Troubleshoot client-server applications including connectivity, authentication, service dependencies, permissions, and service availability issues.
• Install, configure, maintain, and support workstations, laptops, mobile devices, printers, scanners, Voice over Internet Protocol phones, docking stations, and peripherals.
• Support advanced Microsoft 365 applications, synchronization issues, cloud service errors, and user access concerns.
• Perform Windows Server troubleshooting including service validation, event log analysis, connectivity checks, and resource utilization monitoring.
• Diagnose and resolve issues involving file services, print services, shared resources, and server-hosted applications.
• Perform advanced administration and troubleshooting of Active Directory, Group Policy, authentication, permissions, users, and groups.
• Assist with workstation imaging, deployment activities, endpoint configurations, patching support, and environment monitoring.
• Troubleshoot and support routers, switches, firewalls, wireless access points, and internet service provider-related connectivity issues.
• Diagnose network issues involving Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Networks (VLANs), Virtual Private Networks (VPNs), and overall network performance.
• Monitor system and network performance to proactively identify and resolve potential issues.
• Support the implementation, configuration, and administration of Microsoft 365, Azure Active Directory, and cloud-based technologies.
• Troubleshoot cloud identity, licensing, synchronization, authentication, and access-related issues.
• Document troubleshooting activities, root cause findings, resolutions, and technical procedures within the service management platform.
• Develop and maintain knowledge base articles, standard operating procedures, and technical documentation.
• Provide technical guidance, coaching, and mentorship to Level 1 support technicians.
• Escalate highly complex technical issues to senior engineers when required.
• Participate in after-hours on-call support rotation and assist with technical projects and operational initiatives.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.
• 3+ years of experience supporting Microsoft Windows desktop operating systems within a business environment, including strong expertise in Windows 11.
• Experience troubleshooting Windows Server environments including services, event logs, server roles, features, and resource monitoring.
• Experience supporting and troubleshooting client-server applications and related connectivity, authentication, and service dependency issues.
• Experience administering and supporting Active Directory, Group Policy, user accounts, groups, and permissions.
• Experience administering and supporting Microsoft 365 and Azure Active Directory environments.
• Strong knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Networks (VLANs), and Virtual Private Networks (VPNs).
• Experience supporting network infrastructure devices, including routers, switches, firewalls, and wireless access points.
• Experience supporting macOS devices within mixed operating system environments.
• Relevant certifications such as CompTIA A+, CompTIA Network+, or equivalent certifications are preferred.
• Strong troubleshooting, analytical thinking, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer service orientation.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Willingness to work during US working hours, night shift schedules, and participate in after-hours or weekend on-call rotations.