Technical TroubleshootingSkilled in resolving hardware, software, network, and peripheral issues across Windows, macOS, and mobile platforms.
User Support & CommunicationProvide clear, professional assistance to users at all levels, both remotely and on-site, ensuring a positive support experience.
Ticketing & Incident ManagementProficient in managing and resolving service requests using tools like ServiceNow, while meeting SLA targets.
Active Directory & User AccessExperience with account creation, password resets, group management, and permissions using Active Directory and Azure AD.
Microsoft 365 & Collaboration ToolsSupport for Outlook, Teams, OneDrive, SharePoint, and Office apps to ensure smooth daily operations.
System Deployment & ImagingFamiliar with system imaging and device deployment using tools like SCCM, Intune, or Autopilot.
Remote Access & VPN SupportSet up and troubleshoot VPNs, remote desktop tools, and other remote work technologies securely and efficiently.
Knowledge Base & DocumentationCreate and update technical documentation and guides to standardize solutions and support knowledge sharing.
Team Collaboration & EscalationWork closely with higher-tier support teams, escalating appropriately while maintaining ownership and accountability.