- Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments.
- Respond to client incidents and service requests through phone, ticketing systems, and other support channels.
- Troubleshoot Microsoft 365, Teams, Exchange Online, Microsoft Entra ID, networking, enterprise applications, endpoints, and backup and recovery operations.
- Coordinate vendor escalations and third-party support engagements when necessary.
- Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle.
- Provide timely updates to clients and internal stakeholders about issue status and resolution progress.
- Support file restoration, network access, messaging, application, and infrastructure-related requests.
- Assist with knowledge base development, documentation improvements, and operational process enhancements.
- Mentor and provide guidance to junior engineers as needed.
- Maintain or exceed service delivery metrics, response times, and quality standards.
Networking