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

Escalate complex incidents to senior technicians as required.

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 encountered during video conferencing sessions.

Administer new user onboarding processes by appropriately adding accounts to relevant systems, including 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.

Add and remove user accounts in Vonage.

Resolve issues related to the Vonage application.

Manage user accounts within the Mainframe system, including additions and removals.

Troubleshoot Barracuda VPN installation and connection challenges

Perform password resets in the Mainframe system.

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.