- Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
- Troubleshoot and resolve incidents independently, documenting them clearly for clients.
- Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge.
- Support client onboarding workflows, including device enrollment, MDM configuration, account provisioning, and laptop logistics coordination.
- Support monitoring, patching, and alert response workflows, including user-facing CVE remediation notifications.
- Participate in backup testing and maintenance routines.
- Contribute to SOP and knowledge base documentation improvements.
- Communicate proactively and warmly with non-technical end-users through chat, email, video, and phone.
- Set client expectations about resolution timing and follow-up, and retain ownership of communication when escalating issues.
- Write ticket notes and follow-ups that non-technical readers can understand.
NetworkingGoogle Workspace