- Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
- Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
- Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
- Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
- Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
- Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
- Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
- Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
- Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
- Participate in after-hours support, escalation rotations, and major incident response activities as required.
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