Provide first and second‑level technical support to internal users via phone, email, chat, or in‑person.
Diagnose and resolve complex hardware, software, and network issues through systematic root‑cause analysis without relying on SOPs or step‑by‑step runbooks.
Document all support interactions, including the nature of the issue and the resolution steps taken, in the ServiceNow ticketing system.
Investigate issues independently before escalating; when escalation is warranted, provide thorough documentation of steps taken, findings, and root‑cause analysis to appropriate internal teams or external vendors.
Manage and administer user accounts, mailboxes, and permissions across Active Directory, Azure Active Directory, and Microsoft Exchange Admin Center, including account creation, modification, termination, and group policy troubleshooting.
Write and execute PowerShell scripts to automate repetitive...