L1 Global It Helpdesk Support Technician
San Jose, Ca, Us
Provided global remote support for software installations, application, OS, VPN and network compliance issuesResponded promptly to escalations for technical support via phone, email, and chat requestsAdministered Active Directory objects, security groups, group memberships, and modified user OUsProvided support in a hybrid MS-Exchange environment for on-prem and cloud-based O365 mailbox issues Performed quality-evaluations of work to ensure Help Desk staff were knowledgeable and courteousProvided technical support for both Windows and Mac environments on-site and remotelyResolved tickets within SLA standards, took ownership of difficult issues and drove them to resolution ensuring complete customer satisfaction.