About the Role

In this role, you'll serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. You'll combine hands-on troubleshooting with light systems administration, and you'll help mentor junior technicians and improve our documentation and processes along the way.

Key Responsibilities

• Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues
• Diagnosing and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networking
• Administer user accounts, groups, and access controls in Active Directory and Entra ID
• Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms
• Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure
• Identify root causes of recurring issues and implement lasting fixes
• Write and maintain clear knowledge base articles for Tier 1 and end users
• Prioritize and manage escalated tickets according to business impact and SLA commitments