Provide advanced, L2/L3 support to end-users for Microsoft Entra, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management.
Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems.
Diagnose and repairs mechanical, hardware, software, and system failures using established procedures.
Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-users, including Executive Level clients.
Monitor and update Service Desk incident tracking tickets via ServiceNow for issue response and resolution.
Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue.
Work with various automated and manual build and imaging methodologies.
Perform installations, moves, software and hardware additions and changes to end-users IT equipment.
Advanced research of client issues and effectively resolve.
Interact with resolver groups to diagnose and resolve problems when possible.
Document processes and procedures for self-help and for informational troubleshooting for other resolver groups.
Perform end-users adds, changes, deletions and account/MFA/password resets in Entra.
Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.

Systems Engineer

Key skills