IT Helpdesk Tier 2 Support

- Provide Level 2/3 IT Helpdesk support and promptly address client issues for Windows, macOS, and mobile devices (iOS/Android). - Manage and prioritize your tasks to ensure deadlines are met effectively. - Oversee the administration and management of Microsoft 365 applications, including configuration of Exchange Online, SharePoint, Teams, Security & Compliance Centers, and OneDrive. - Configure and troubleshoot network protocols like DNS, DHCP, VLANs, VPNs, and firewall rules using platforms such as SonicWall, Meraki, and Unifi. - Utilize Microsoft Intune for endpoint management, policy enforcement, and Windows Autopilot for device provisioning. - Assist with Azure administration, addressing tasks related to Azure Active Directory, Virtual Machines, Azure Networking, and cloud resource management. - Implement email security protocols such as SPF, DKIM, and DMARC to ensure reliable email delivery across clients domains. - Troubleshoot and resolve issues for hardware such as PCs, laptops, printers, and provide support for software installations, patch management, and driver updates. - Cultivate positive client relationships through a helpful and friendly approach in your assistance. - Maintain accurate records of service tickets, document solutions provided, and ensure timely communication with clients using ITSM tools. - Engage in various IT projects, including on-site hardware installs, network setups, software migrations, and deployment of cloud services. - Occasionally provide after-hours support to handle urgent issues as they arise. - Deliver guidance and training to clients on best practices, software usage, and IT security protocols. - Proactively identify and resolve potential issues before they escalate.