Responsibilities: Act as the initial point of contact for technical incidents, service requests, and operational inquiries via ticketing systems, chat, and phone; accurately categorize, prioritize, and manage tickets in accordance with established Service Level Agreements (SLAs); troubleshoot hardware, OS (Windows, macOS, Linux), identity/access management (Okta, Azure AD / Entra ID), and SaaS tools; document troubleshooting steps, maintain resolution logs, and contribute to internal Knowledge Base (KB) articles; coordinate escalation paths to L2/L3 engineers, platform owners, and vendor support when necessary. Solid troubleshooting grasp of TCP/IP, DNS, VPNs, Windows/macOS administration, and cloud-first enterprise environments; exceptional written and verbal communication skills with the ability to convey complex technical issues clearly to both end users and technical teams.