Provides L2 corporate IT support for desktop, Windows, network, endpoint, Microsoft 365, Active Directory, Intune, and office infrastructure issues. Owns escalated tickets, incidents, RCA, SLAs, documentation, and vendor coordination. Supports critical broking users, coordinates with technical teams, guides L1 engineers, allocates tickets, monitors progress, and communicates with business stakeholders. The role also covers endpoint security, patching, BitLocker, vulnerability remediation, voice support, and IT compliance.

Monitor data center infrastructure, servers, and network devices; perform first-level hardware, operating system, and connectivity troubleshooting; escalate incidents; assist with rack-and-stack installations, cabling, labeling, health checks, patching, upgrades, and preventive maintenance. Maintain incident and configuration documentation, monitor power and cooling conditions, follow access-control and safety procedures, and coordinate hardware replacements with vendors.

Provides L1 desktop and end-user support for Windows systems, laptops, printers, peripherals, applications, user accounts, and network connectivity. Troubleshoots hardware, software, LAN/WAN, Wi-Fi, VPN, DNS, and DHCP issues; manages IT assets, backups, antivirus updates, and support tickets. Performs remote and onsite support, maintains SLA compliance, documents resolutions, coordinates vendor repairs, and escalates complex issues to higher-level teams.