- Serve as a senior escalation point for infrastructure and end-user compute issues, guiding Level 1 and Level 2 technicians through incident and service-request resolution.
- Act as technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services.
- Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packages, and automated provisioning processes.
- Administer and support Microsoft 365, Active Directory, Entra ID, Exchange Online, Teams, OneDrive, and related identity technologies.
- Manage endpoint hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.
- Support and troubleshoot VDI, remote access solutions, and modern workplace technologies.
- Assist with Windows Server, VMware, storage, backup, and related infrastructure administration and troubleshooting.
- Document incidents, requests, changes, and project work in ServiceNow, including technical findings, root cause analysis, and knowledge-transfer details.
- Create and maintain technical documentation, including SOPs, build guides, imaging procedures, architecture diagrams, and customer support runbooks.
- Participate in infrastructure projects, migrations, Microsoft 365 initiatives, customer onboarding, and technology refresh efforts; coordinate with vendors and recommend service improvements and automation.
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