Support Engineer

• Provide comprehensive Level 2 technical support for hardware, software, network connectivity, and cloud-based systems, ensuring timely resolution of escalated issues.
• Manage, track, and resolve service tickets using HaloPSA, maintaining accurate records of actions taken, time spent, and resolution outcomes.
• Administer and support Microsoft 365 environments at a Grade 3 proficiency, including Exchange Online, SharePoint, OneDrive, Teams, Compliance Center, Security Center, and Intune.
• Install, configure, and maintain 3CX phone systems, including call routing, extensions, voicemail, and VoIP troubleshooting.
• Assist in deploying, configuring, and maintaining Microsoft Azure resources, including virtual machines, user access controls, and security policies.
• Monitor IT systems, respond to alerts, maintain backups, and perform updates to ensure reliable system performance.
• Collaborate with support staff, providing mentorship, guidance, and assistance with ticket escalations.
• Document all troubleshooting processes, resolutions, and system changes in HaloPSA and Hudu for knowledge sharing and continuous improvement.
• Participate in system updates, patching, and infrastructure optimization initiatives.

Technical Support Representative

Platform Technical Analyst