Responsibilities
- Serve as the top-tier support for intricate problems involving endpoints, infrastructure, authentication, and enterprise services.
- Conduct direct troubleshooting on Windows, macOS, mobile platforms, identity solutions, and business-critical applications.
- Lead investigations to identify root causes and implement lasting fixes for recurring technical issues.
- Carry out system configurations, tool integrations, and technical modifications across devices and core platforms.
- Perform system updates, security patching, system migrations, and software rollouts for user and infrastructure environments.
- Operate, fine-tune, and support device management solutions such as Intune, SCCM, and JAMF.
- Oversee identity and access management, device compliance, monitoring systems, and endpoint security policies.
- Develop and maintain operational documentation, runbooks, and standardized procedures.
- Design and deploy operational efficiencies including workflow optimization, automation scripts, and ticket volume reduction.
- Create and update comprehensive knowledge base entries and advanced diagnostic guides.
- Examine Helpdesk data patterns to inform process improvements and enhance user satisfaction.
- Manage the complete lifecycle of endpoints from acquisition and setup to deployment and decommissioning.
- Perform both standard and advanced network operations including firewall adjustments, switch management, and wireless network optimization.
- Conduct regular network assessments, performance monitoring, fault diagnosis, and initial incident evaluation.
- Implement network changes and upgrades as directed by network architects or senior networking staff.
- Work closely with Engineering, Cybersecurity, Cloud, and Network teams to deliver integrated technology projects.
- Guide and train Helpdesk and IT support personnel to strengthen technical capabilities and problem-solving skills.
- Coordinate with external vendors and service partners to speed up issue resolution and maintain service standards.
- Deliver practical, execution-oriented technical advice to improve operations and support project outcomes.
- Implement security hardening, regular patching, vulnerability fixes, and compliance enforcement on endpoints.
- Support identity protection operations, including multi-factor authentication, conditional access policies, and privileged account workflows.
- Ensure operational compliance with legal, regulatory, and audit requirements through disciplined processes and thorough records.
- Take part in incident response efforts, business continuity planning, and system reliability enhancements.
