Provide Level 2/3 technical support to end-users via phone and email, ensuring prompt and effective resolution of hardware, software, and network-related issues.

Support and maintain Microsoft cloud technologies, including Office 365, Azure, and Endpoint Manager.

Collaborate with global teams to triage tickets, manage events, and handle security incidents.

Assist in the design, implementation, and administration of Microsoft cloud infrastructure solutions for our clients.

Oversee user onboarding/offboarding processes, including software installations and system upgrades.

Develop and maintain documentation, including standard operating procedures and knowledge base articles.

Conduct proactive monitoring, performance analysis, and capacity planning of desktop and cloud environments.

Monitor and respond to security alerts using advanced monitoring technologies.

Participate in the planning and execution of technology projects, including migrations and upgrades.

Stay up to date with industry trends and advancements, providing recommendations for continuous improvement.

Own and implement patch and security management, backup monitoring, and issue resolution.