Catalyze

Support Engineer

• Provide timely resolution of **Level 1 and Level 2 incidents** related to hardware, software, network connectivity, user access, and security configuration.
• Triage incidents, document troubleshooting steps, and escalate complex issues to senior staff when needed.
• First level diagnostics of network related including: Wi-Fi authentication failures, captive portal issues, DNS/DHCP symptoms, basic router and switch troubleshooting, and VPN client logs.
• Manage user and permission administration across Azure AD and Microsoft 365, including user lifecycle (create/disable accounts, group memberships, DLs, mailbox setup), troubleshooting signing and Conditional Access issues.
• Manage unified communications and AV systems including Teams Phone and ensure conference room/Teams Rooms readiness by maintaining peripherals HDMI/BYOD functionality, firmware updates, and room booking integrations.
• Enforce device security baselines, OS/third party patching, and endpoint protection/EDR health.
• Generate weekly operational reports (ticket volumes, SLA attainment, top categories, mean time to resolution, endpoint compliance %).
• Create and maintain internal IT documentation, knowledge-based articles, SOPs, and troubleshooting guides.
• Join rotating on call for priority incidents outside business hours; provide remote support to traveling/off site users with clear comms and workarounds.

IT Support Technician