• Experienced in utilizing an online ticketing system (Jira, Freshdesk, ServiceNow) presently using the Freshdesk ticketing system.• Expertise in Microsoft Teams meeting management, Microsoft Teams Voice, Auto Attendant.• Providing daily IT support for end users, including tasks such as user management, workstation setup, creation/modification/deletion of user accounts and mailboxes, as well as Teams support. Collaborating with HR to assist in onboarding and offboarding processes.• Managing Active Directory users, overseeing Exchange mailbox operations, shared mailbox, and providing support for end users' Outlook-related issues.• Basic management of Office 365, covering Exchange Online, OneDrive, and Teams• Providing user support for issues related to network, internet, and VPN connectivity.• Experience in PC imaging, providing MAC OS support, managing mobile devices, and utilizing PowerShell.• Experienced with Single Sign-On (SSO), Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR), Active Directory Federation Services (ADFS), Azure AD Connect.

• User Assistance and effective support to end-users, addressing their IT-related queries and issues.• Handle and resolve Level 1 support tickets within defined service level agreements (SLAs), ensuring timely solutions.• Troubleshooting and resolve basic hardware, software, and network issues for desktops, laptops, and peripherals.• Manage user accounts, including creation, modification, and deactivation, while ensuring data security.• Utilize remote support tools (TeamViewer, any desk, Teams, Quick Assist) to assist end-users with technical issues and troubleshooting.• Maintain accurate records and documentation of support activities, common issues, and resolutions for knowledge sharing.• Effectively communicate technical information to both technical and non-technical users, ensuring clear understanding.• Implemented the configuration and deployment of Windows 10 and 11 imaging.• Skilled in working with online ticketing systems, presently utilizing the ServiceNow (knowledge in Jira ticketing also) system.

hardware maintenance, including servers, networking equipment, storage devices, and power systems. Additionally, you'll gain experience in software configuration, troubleshooting, and updates. Networking concepts such as TCP/IP, VLANs, routing, switching, and firewalls will become familiar to you. You'll also learn about data backup strategies, disaster recovery planning, and cybersecurity practices like access control, encryption, and intrusion detection/prevention. Monitoring system performance, optimizing resources, ensuring compliance with industry regulations, providing customer support, documenting technical procedures, and collaborating with other IT professionals are other valuable skills you'll develop in this role.