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Job Description
Serve as the second level of technical support for incidents and service requests escalated from L1 teams.
Log, categorize, prioritize, and track all IT-related tickets (incidents, service requests, events) in the ITSM tool, ensuring accurate work notes and status updates.
Ensure all support is delivered within defined SLA and OLA requirements; analyze SLA breaches to prevent future occurrences.
Provide support via various channels including phone, email, chat, and remote assistance tools.
Operating Systems & Applications: Advanced troubleshooting of Windows 10/11 OS, software installation/configuration, and issues related to the Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint, Excel).
Infrastructure & Networking: Basic to intermediate network troubleshooting, including LAN/WAN, Wi-Fi connectivity, DNS, DHCP, VPN configurations, and network printer installation.
Identity & Access Management: Administer Active Directory (user account creation, password resets, account unlocking, group policy/GPO, and permission management).
Endpoint Management: Utilize tools like SCCM, Microsoft Intune, or equivalent to manage software deployment, patches, and system updates.
Skills
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