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.

Requirements

Bachelors in IT/CS (or related) and **3–5 years** in enterprise IT support.
Hands‑on proficiency with **Windows 10/11** and **macOS** administration; strong M365 user support.
Practical experience with **Intune/Endpoint Manager** (device compliance, configuration profiles, app deployment) and **Autopilot** provisioning.
Working knowledge of **Azure AD / AD DS**, MFA, Conditional Access, and M365 licensing.
Network fundamentals: **TCP/IP, DNS, DHCP**, client VPNs; ability to diagnose endpoint connectivity.
Scripting exposure (**PowerShell**) for bulk/admin tasks; comfort with log analysis (Event Viewer, Console).
Clear, empathetic communication; customer service mindset; ability to manage multiple priorities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Level 1 incidentsLevel 2 incidentsWindows 10Windows 11macOSIntuneEndpoint ManagerAutopilotTCP/IPPowerShell

clear communicationempathetic communicationcustomer service mindsetability to manage multiple priorities