• Provide Microsoft Office Tier 2 support for Global Laureate institutions participating in the O365 Network TenantsA. Microsoft Exchange/O365 Email Tenant SupportB. Create and troubleshoot email accounts including integrations with other email platformsC. Assist with the use of and troubleshooting of O365 Collaboration Platforms• Perform tasks as they concern the overall operation of the technical support of Executives and VIP users.• Initiate and support global video conference facilities, including setup, configuration, and operation of integrated systems (Skype for Business, Skype Broadcast, Zoom, Microsoft Teams, WebEx)• VTC system maintenance/repair including but not limited to cable management, signal flow, troubleshooting, repair, replacement, customer and vendor interaction.• Preparation and maintenance of VTC systems, Cisco, Crestron, Rigel, and Polycom.• Configuration of mobile devices, including troubleshooting, procurement and administration of accounts• Plan, assist and execute on-site and off-site events held by various departments and VIP level executives• Perform routine tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to:A. Communicate and document issues as they pertain to essential support and service using the Laureate Service Management System.B. Perform account administration for Laureate usersC. Monitor assigned and open tickets to seek fast resolutionsD. Review all open tickets for update and resolution on a daily basis.E. Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements)F. Monitor all pertinent support queues to ensure work is moving at a timely and reasonable pace. Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breach of Helpdesk service policies and procedures.

• Perform routine tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to:A. Communicate and document issues as they pertain to essential support and service using the Laureate Service Management System.B. Perform account administration for Laureate usersC. Monitor assigned and open tickets to seek fast resolutionsD. Review all open tickets for update and resolution on a daily basis.E. Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements)F. Monitor all pertinent support queues to ensure work is moving in a timely and reasonable pace. Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breach of Helpdesk service policies and procedures.G. Accurately escalate tickets by assigning to appropriate groups and following associated protocol.H. Use all available resources to resolve each reported problem within the current Service Level Agreement.• Support applications such as, but not limited to, Microsoft Office products, Windows operating systems, Mac operating system, low-level network issues and other in-houseapplications as required.• Perform application administration in support of New Hires, Terminations and associated Laureate security guidelines.• Communicate System Outages and Planned Maintenance to appropriate user groups.• Perform workstation support functions related to the technical support of the employees and authorized users of the network and resources. Includes workstation configuration, imaging systems, installation and system update maintenance.• Diagnoses, resolves, and follows-through on problems. Determines impact of proposed solutions.• Installs software and hardware such as workstations and printers.• Maintains and distributes software documentation, reference manuals, and training guides.

• Provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability via phone or electronic channels.• Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system.• Responsible for the entry, tracking and management of all incoming support calls in Oracle ticketing system.• Liaise with subject matter experts of next level of support, Level 2 support and to the development team if required.• Responding to entity questions and provide follow-up support within established timeframes.• Perform remote desktop support utilizing remote assist applications (Bomgar)• Document & follow processes, procedures, knowledge articles related to support environment.