- Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
- Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
- Support remote desktop sessions, basic account management tasks, and simple network troubleshooting under guidance.
- Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system.
- Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
- Assist with user onboarding and offboarding tasks, including device setup and access provisioning.
- Contribute to the internal knowledge base by documenting common fixes and workarounds.