IT Support Engineer - Managed Services

- Provide end-to-end Level 1 and Level 2 technical support to end users via phone, email, and on-site visits - Troubleshoot and support Windows 11, Microsoft 365, and various business applications - Assist with end-user maintenance requests such as permissions and access management - Conduct both on-site and remote troubleshooting, covering Wi-Fi and internet connectivity, printer/scanner issues, and other hardware-related problems - Prepare, configure, and deploy laptops and VoIP phones tailored for client environments - Administer content filtering systems along with email filtering functions - Facilitate onboarding and termination processes for new end users - Maintain hardware inventory using our Remote Monitoring and Management (RMM) system - Communicate professionally and promptly with clients - Escalate issues efficiently while striving to resolve independently whenever feasible - Administer Microsoft 365 services including Exchange, SharePoint, Teams, and OneDrive - Manage users, licensing, multi-factor authentication (MFA), conditional access, and security protocols - Conduct preventative maintenance such as patching, endpoint security, and compliance tasks via RMM and EDR - Assist with minor firewall policy modifications and adhere to security best practices proactively - Oversee backup solutions and VoIP systems, focusing on user management and not large-scale configurations - Document troubleshooting approaches and outcomes in IT Glue to ensure support continuity across all client environments - Draft and enhance Standard Operating Procedures (SOPs) and knowledge base articles - Identify recurring challenges and implement preventative measures