Provide support for enterprise applications (O365, Teams, Outlook, OneDrive) • Perform remote device configuration, patching, and software installations using tools like Intune/SCCM • Coordinate with L2/L3 teams and third-party vendors for escalations • Ensure adherence to SLAs, KPIs, and customer satisfaction metrics • Maintain proper documentation, knowledge articles, and ticket updates • Troubleshooting browser issues, VPN clients, Internet issues (Wired & Wireless), Outlook issues, other OS related troubleshooting • Printer, shared drive mapping. Strong knowledge of Windows 10/11 OS troubleshooting • Experience with Microsoft Office 365 suite (Outlook, Teams, SharePoint, OneDrive) • Microsoft Intune / Endpoint Manager • Understanding of: o TCP/IP, DNS, DHCP o VPN troubleshooting o Basic network diagnostics tools • Experience with ServiceNow or equivalent ITSM tool • Remote support tools (RDP, Quick Assist, AnyDesk, etc.).