• Provide advanced technical support for end users. • Troubleshoot hardware, software, networking, and cloud-related issues with an SLA in place. • Provide remote IT support and resolve incidents efficiently and following an SLA in place as well as an RCA. • Support and manage Microsoft 365 environments, including: Office 365 applications Microsoft Teams OneDrive Exchange Online User accounts and permissions • Assist with Azure Portal administration and troubleshooting. • Manage user access, licenses, and security configurations. • Document incidents, solutions, and technical procedures. • Support IT projects, migrations, and technology improvements. • Configure and support domains, IP's, virtual cloud environments (VPS), hosting environments.

• Have handled customer support in a technical capacity. • Worked on a remote team of 5-10 people. • Written scripts to figure out why some technical thing is not working. • Managed refunds, credits and charges in Stripe. • Lead a customer support team in a technical capacity.

• Provide essential Tier 1 support to customers in a professional and customary manner. • Answer inbound tech support calls and make outbound calls to customers as needed. • Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems. • Keep detailed notes of all work performed on customers’ peripherals. • Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner. • Maintain 90% QA (quality assurance) ratings. • Work on other ongoing and short-term projects as outlined by management.

• Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate • Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary • Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing • Create and standardize operational processes that enable scalability and consistent service quality • Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function • Ensure continuous operational coverage with well-structured shift handovers • Participate in some development activities to build hands-on backend knowledge • Identify gaps in current tools and workflows and bring solutions to the table