Key responsibilities

• Provide Level 2 support for end-user devices, applications, and collaboration tools (onsite & remote)
• Troubleshoot and resolve escalated issues from L1 within defined SLAs
• Support Windows 10/11, macOS, and mobile platforms (iOS, Android)
• Manage and support Microsoft 365 ecosystem (Outlook, Teams, OneDrive, SharePoint)
• Administer Active Directory, Azure AD, and user lifecycle management
• Perform device provisioning using tools like Intune / Autopilot / SCCM
• Diagnose hardware issues and coordinate with vendors for repairs/replacements
• Support VPN, remote access, and hybrid work environments
• Maintain accurate ticket updates in ITSM tools (ServiceNow, Jira, etc.)
• Identify recurring issues and contribute to problem management
• Collaborate with L3 teams, infrastructure, and security teams
• Assist in IT projects, rollouts, and system upgrades