Responsibilities:

Respond to support requests and incident tickets promptly, prioritizing issues that affect onsite operations and the broader employee population.
Diagnose and resolve hardware, software, and infrastructure-related problems by working directly with users and partnering with applications and infrastructure teams when needed.
Deliver first- and second-level technical support for essential IT services in line with established service expectations and support procedures.
Administer the complete user account lifecycle, including provisioning, access updates, license assignment changes, and deactivation through Active Directory and Microsoft Entra ID.
Oversee endpoint setup and ongoing device management activities using Microsoft Intune and Windows Autopilot to support secure and efficient deployment.
Follow defined service management practices when handling incidents, requests, and escalations to ensure consistent support delivery.
Coordinate with external vendors and internal IT colleagues to investigate issues and drive timely resolution of more complex technical problems.
Troubleshoot business application and system-related concerns, communicate progress clearly, and provide updates through resolution.
Support global operations by transferring unresolved items across regional teams and assisting with issues from the shared IT queue as required.
Maintain accurate technical documentation, uphold data standards, and recommend process improvements that strengthen operational control.

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