• Receive support escalations from Tier I and II Technicians• Oversee helpdesk operations including technician schedules, ticketing system, RMM software, and internal documentation• Streamline support experience to ensure minimum resolution times and maximum customer satisfaction• Follow up with clients to close loop on major issues and receive feedback about our work• Create and maintain tools and software that technicians can use to identify and resolve reported problems• Work with clients to schedule and oversee long-term projects

• Received support escalations from Tier I Technicians• Maintained advanced understanding of clients' business operations• Deployed backup solutions for critical data• Designed and implemented tailor-made solutions for clients, including Active Directory domains, network plans, and VoIP systems

• Answered phone calls and emails from clients• Diagnosed and fixed PC hardware and software problems• Monitored backups, antivirus, and RMM alerts• Set up new workstations to exact user specifications• Office 365 and Active Directory management