• serve as a primary point of contact for client support requests, delivering Tier 1 resolution while maintaining excellent, professional customer service
• partner with account managers and senior leads to support high-availability, reliable service delivery across client environments
• actively monitor client environments, driving both proactive maintenance and rapid reactive issue resolution
• support core service delivery projects, including hardware deployments, software rollouts, cloud migrations (e.g., Microsoft 365 / Google Workspace), data processing, and network upgrades
• participate in root cause analysis (RCA) on recurring incidents, applying documented fixes and escalating systemic issues to senior engineers for permanent resolution
• develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles to streamline team workflows
• follow the defined escalation matrix, handing off issues that exceed Tier 1 scope to senior engineers with full context and history
• collaborate across teams to remove technical barriers, improve automation, and keep daily operations running at optimal capacity
• meet or exceed defined SLA response and resolution targets across all assigned work
• provide Tier 1 support for Windows and macOS workstations — imaging, provisioning, OS and firmware patching, driver conflicts, peripheral and printer setup, and performance troubleshooting
• administer end-user accounts across Active Directory, Microsoft Entra ID (Azure AD), and Google Workspace
• execute user lifecycle workflows: onboarding provisioning, offboarding deprovisioning, and hardware refresh, following documented checklists
• manage and troubleshoot endpoints through RMM and MDM platforms (e.g., NinjaRMM, Intune, Mosyle, Jumpcloud)
• install, configure, and troubleshoot business applications and productivity suites (Microsoft 365, Google Workspace, browsers, VPN clients, and line-of-business apps)
• resolve connectivity issues across Wi-Fi, VPN, DNS, and the local network for end-user devices
• triage endpoint security alerts (EDR/antivirus, phishing reports) and remediate or escalate per playbook
• verify backup completion and endpoint health, flagging anomalies for remediation
• support mobile devices under MDM enrollment (iOS/Android), including email, MFA, and app configuration
• log every client interaction as a ticket in the PSA/ticketing platform
• create tickets with accurate categorization and clear issue summaries
• maintain ticket hygiene throughout the lifecycle, keeping status, ownership, and next-action fields current at all times
• record all troubleshooting steps, findings, and time entries in real time
• provide timely, professional client communication within SLA-defined intervals
• escalate stalled or out-of-scope tickets promptly with a full history
• confirm resolution with the end user before closing
