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