Job description

Roles & Responsibilities - Triage and troubleshoot complex end user support issues - Act as escalation resource for the L1 Analysts - Perform complex User Account Management (UAM) and Identity Access Management (IAM) - Take client phone calls from US and other countries, open Incident or Request tickets - Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests - Triage customer calls per specified severity levels - Execute first attempt to resolve the customer call - Troubleshoot end user hardware, operating system and remote access - Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies - Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership - Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work - Detailed note taking of troubleshooting steps performed - Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication Qualifications - 5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level - Excellent troubleshooting and problem resolution skills - Ability to think and act independently when faced with a new or undocumented issue - Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications. - Windows 10/11 OS - Adept with the following Microsoft admin centers and able to complete basic tasks without guidance - 365 Admin Center - Exchange Admin Center - Entra Admin Center - Intune Admin Center - Working knowledge and understanding of the following Azure Services: - Privileged Identity Management (PIM) - Entra ID - Azure Virtual Desktop - Compute Infrastructure | Virtual Machines - Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive, Teams - Virtual Desktop topology & support - Advanced troubleshooting - ability to determine root cause without assistance or documentation - Clear and concise communicator - Confident and able to perform all of the above with little to no need for guidance - Microsoft Azure Fundamentals Certification (AZ-900) preferred - Experience with Google Workspace and/or Slack a plus

Requirements