- Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, network connectivity, and access issues.
- Perform root-cause analysis on recurring problems to drive permanent corrective fixes.
- Administer identity and access systems, including Google Workspace and endpoint management (MDM).
- Support and troubleshoot core business applications and vendor-specific software.
- Configure, image, and deploy endpoints while managing device lifecycle and security patching.
- Mentor the Tier 1 Specialist by reviewing tickets, sharing techniques, and shadowing on complex issues.
- Maintain knowledge base articles, runbooks, and escalation paths to improve resolution rates.
- Coordinate with vendors and internal stakeholders to track multi-faceted incidents in Linear.
- Contribute to monthly reporting and trend analysis from the escalation queue.