• Provide Level 1 and Level 2 technical support to employees across a global and distributed organization.
• Troubleshoot hardware, operating system, application, account access, connectivity, and workplace technology issues.
• Manage incoming support requests through helpdesk and ITSM platforms, ensuring appropriate prioritization, documentation, communication, and resolution.
• Diagnose and resolve common issues across macOS, Windows, browsers, productivity applications, collaboration tools, and SaaS platforms.
• Escalate complex technical issues to senior IT engineers, security teams, application owners, or external vendors when required.
• Maintain strong service levels and provide a professional, customer-focused support experience.
• Identify recurring incidents and contribute to root-cause analysis and long-term resolution.
• Support the complete lifecycle of corporate endpoint devices, including provisioning, configuration, deployment, maintenance, troubleshooting, replacement, and decommissioning.
• Manage and support macOS and Windows endpoints using modern endpoint management and MDM platforms.
• Work with tools such as Kandji, JumpCloud, Microsoft Intune, or similar endpoint management solutions.
• Assist with device enrollment, configuration profiles, security policies, application deployment, OS updates, patching, and compliance monitoring.
• Troubleshoot endpoint performance, encryption, software installation, policy enforcement, and device compliance issues.
• Support remote employees with device setup, replacement, recovery, and technical troubleshooting.
• Maintain accurate endpoint inventory and asset lifecycle records.
• Assist with secure device offboarding, data protection, and equipment recovery processes.
• Support end-to-end IT onboarding and offboarding processes for employees and contractors.
• Provision and deprovision user accounts, devices, applications, groups, and access based on approved requests and role requirements.
• Coordinate with people/HR, hiring managers, security, and IT teams to ensure a smooth employee technology experience.
• Support employee transfers, role changes, promotions, department changes, and access modifications.
• Ensure access is removed promptly and securely during employee offboarding.
• Follow established access-control, approval, and audit requirements.
• Identify opportunities to improve and automate repetitive employee lifecycle tasks.
• Support day-to-day identity and access management activities across enterprise applications.
• Assist with user provisioning, deprovisioning, group membership, application assignments, and access troubleshooting.
• Support identity platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar solutions.
• Troubleshoot common Single Sign-On (SSO), Multi-Factor Authentication (MFA), password, authentication, and account access issues.
• Assist with access reviews and basic identity governance activities.
• Follow least-privilege and role-based access principles when managing user access.
• Escalate complex identity, integration, or security-related issues to senior engineers or security teams.
• Support commonly used enterprise collaboration and productivity platforms, including Google Workspace, Microsoft 365, Slack, Zoom, Atlassian products, and similar SaaS applications.
• Assist with account administration, permissions, groups, licensing, and user troubleshooting.
• Troubleshoot common issues involving email, calendars, file sharing, collaboration tools, conferencing platforms, and browser-based applications.
• Support basic integrations and workflows between workplace applications where appropriate.
• Work with application owners and vendors to resolve service issues.
• Maintain awareness of commonly used enterprise SaaS tools and their role within the employee technology environment.
• Work within established IT Service Management processes for incidents, service requests, access requests, and escalations.
• Use ITSM and helpdesk platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools.
• Ensure tickets contain accurate troubleshooting notes, resolution details, and user communication.
• Follow agreed prioritization, escalation, and service-level processes.
• Contribute to improving ticket workflows, request forms, knowledge articles, and support processes.
• Identify repetitive support issues and recommend opportunities for standardization or automation.
• Support basic reporting on ticket trends, recurring incidents, and service performance.
• Assist with maintaining endpoint security and compliance controls across corporate devices.
• Support device encryption, OS patching, security agents, endpoint protection, and compliance policies.
• Assist with tools such as SentinelOne, CrowdStrike, Microsoft Defender, or similar endpoint security platforms.
• Identify and escalate suspicious endpoint behavior, security alerts, or policy violations.
• Support security and compliance initiatives related to endpoint management and employee access.
• Follow established security standards and contribute to audit evidence collection when required.
• Collaborate with Security teams on remediation activities and endpoint-related security incidents.
• Create and maintain clear technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles.
• Document common incidents and repeatable resolution procedures.
• Develop employee-facing guides for common technology processes and self-service support.
• Ensure operational documentation remains current and usable by the broader IT team.
• Contribute to improving internal support processes and reducing recurring support demand.
• Communicate clearly and professionally with employees across different technical skill levels.
• Translate technical issues into simple, understandable language.
• Work collaboratively with IT Operations, Security, People/HR, Finance, Engineering, and other business teams.
• Provide regular updates during incidents and complex support cases.
• Collaborate effectively across multiple time zones in a distributed environment.
• Demonstrate empathy, patience, accountability, and a strong customer-service mindset.
