Responsibilities:
Roles & Responsibilities
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Provide advanced Level 3 end‑user and infrastructure support to Principal employees, contractors, and VIP / Executive users across phone, chat, and email, with willingness to operate in frontline channels when required.
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Deliver white‑glove VIP support to senior leadership (CXO, Directors, Executives) with end-to-end ownership, high responsiveness, and minimal business disruption.
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Act as a subject matter expert (L3) while also supporting:
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Call handling
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Concurrent chat sessions
Complex ticket resolution
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Own complex / escalated issues across device, identity, M365, and cloud stack:
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Perform deep troubleshooting
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Drive root cause analysis
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Prevent repeat incidents
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Continue to provide hands‑on device and endpoint support:
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IMACD, refresh, break-fix
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Advanced OS-level troubleshooting (Windows & macOS)
System Administration & Platform Ownership (Strengthened)
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Lead and manage endpoint and identity administration:
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Intune lifecycle management (policies, compliance, patching)
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Entra ID (Azure AD) access, MFA, Conditional Access
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M365 administration (Exchange, Teams, SharePoint, OneDrive)
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Handle VDI / Cloud PC / Virtual environments and complex access issues impacting user productivity.
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Act as L3 escalation owner, working across:
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Azure / Cloud teams
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Network / Security
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Infrastructure teams
- But with expectation to drive resolution, not just escalate
AI, Copilot & Automation (New – Core Upgrade)
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Use Microsoft Copilot and AI tools in day-to-day support to:
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Accelerate troubleshooting
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Generate knowledge / responses
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Analyze incidents and patterns
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Identify repetitive issues and convert into:
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Automation workflows
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Self-service solutions
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AI-assisted support flows
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Contribute to Agentic AI enablement:
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Assist in building Copilot agents / automation use cases
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Support chatbot improvements (knowledge grounding, responses)
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Work with engineering teams on scaling AI solutions
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Drive movement from: Tickets Automation Agent-led resolution
Qualifications:
- Bachelor’s degree in Computer Science / IT or equivalent experience
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9+ years of experience in:
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IT Service Desk / End-User Computing / Infrastructure Support
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Strong expertise across:
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Endpoint, M365, Identity, and Support operations
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Demonstrable exposure to:
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Automation / scripting
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AI tools / Copilot (preferred but increasingly expected)
