Job Description
Job Description
- Provide Tier 1 and Tier 2 technical support for Windows 10/11 systems, Microsoft 365 applications, and business-critical software, both remotely and on-site.
- Administer and support Active Directory, Azure AD, user/group provisioning, group policies, and identity/access control.
- Support enterprise applications including Microsoft Dynamics CRM, ERP tools, and other line-of-business platforms; troubleshoot performance and access issues.
- Assist in managing cloud-based services in Azure, including virtual machines, user roles, and licensing.
- Coordinate with application vendors and internal stakeholders for issue resolution, upgrades, and system enhancements.
- Handle onboarding and offboarding tasks such as provisioning user accounts, configuring laptops, and setting up permissions/access in CRM and business systems.
- Support VPN access, collaboration tools (e.g., Teams, SharePoint), and endpoint protection solutions.
- Monitor and resolve helpdesk tickets, escalating complex issues as needed while maintaining high-quality documentation and follow-up.
- Maintain IT documentation, asset tracking, and knowledge base content for consistent and efficient support operations.
- Provide basic support for macOS and JAMF-managed devices as needed.
- 2–5 years of IT support experience, primarily in Windows environments with exposure to enterprise applications and cloud services.
- Proficiency in Windows OS, Active Directory, and Azure AD administration.
- Experience with Microsoft 365, VPN solutions, and endpoint management tools (e.g., Intune, SCCM).
- Familiarity with CRM systems such as Microsoft Dynamics or Salesforce; ability to troubleshoot user issues and support functional teams.
- Understanding of networking basics (VLANs, switches, connectivity); CCNA-level knowledge is a plus.
- Excellent communication and documentation skills with a strong focus on customer service and user empowerment.
- Ability to prioritize tasks, manage multiple tickets, and thrive in a fast-paced environment.