Position Overview
What you ’ll do
Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees.Diagnose and resolve incidents across end‑user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.Deliver first‑contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.Participate in structured shift handovers and...