Own tickets escalated from Level 1 and Level 2, drive them to resolution, anddocument root cause and fixes in the knowledge baseTroubleshoot complex Windows endpoint, application, printing, and peripheral issues,including problems that span multiple users or sitesHandle day-to-day account and access work - user onboarding and offboarding,Active Directory and Microsoft 365 accounts, group membership, password and MFAresets, and license assignmentManage endpoints through device management tooling: imaging and deployment,software packaging, patch compliance, and policy assignmentProvide remote support to 24 retail locations, including point-of-sale, store devices,and local connectivity issues, and coordinate on-site work when neededIdentify recurring issues and trends, propose fixes, and escalate infrastructureproblems to Systems Engineering with clear, well-documented handoffsMentor Level 1 and Level 2 technicians, review ticket quality, and write troubleshootingguides and runbooksSupport infrastructure and identity projects with end-user rollout, testing, andcommunicationParticipate in scheduled maintenance windows and an on-call rotation. Experience supporting multi-site or retail environments, including point-of-salesystemsExposure to Entra ID, SSO, conditional access, or MFA toolingExperience with ticketing, asset management, and knowledge base platformsFamiliarity with Windows Server, virtualization, or backup toolsExperience training or mentoring other techniciansRelevant certifications (CompTIA A+, Network+, or Security+; Microsoft 365 orEndpoint Administrator) or equivalent practical experience.