Support Engineer

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices
• Diagnose and resolve hardware, software, and fundamental network issues remotely
• Document and manage support requests through the FreshService ITSM/ticketing platform
• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions
• Provide level one triage for VDI users and escalate complex incidents to senior technicians
• Adhere to company policies concerning security and confidentiality
• Address printing concerns, both local and network-based
• Utilize Zoho Assist for secure remote access and support of user computers
• Troubleshoot audio and video issues during video conferencing sessions
• Administer new user onboarding by adding accounts to Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot
• Oversee user deactivation procedures by removing accounts from these platforms as necessary
• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments
• Create and manage distribution groups within Office 365 and add/remove user accounts in Vonage
• Manage user accounts within the Mainframe system and perform password resets
• Troubleshoot Barracuda VPN installation and connection challenges
• Monitor system health and performance using Data Dog
• Release emails and manage permitted senders through Mimecast
• Address and resolve OneDrive-related issues
• Deliver support and training for Microsoft applications

Technical Support Specialist

B2B Technical Support Engineer

Technical Support Engineer – I

Technical Support Engineer

Support Engineer

Technical Support Supervisor