IT Support Engineer

Key Responsibilities:

• Provide Level 2 support for end users via Teams, phone, email, and onsite interactions.
• Troubleshoot and resolve incidents related to Windows and macOS devices.
• Configure, maintain, and support Office 365, OneDrive, VMware Fusion, and Parallels Desktop.
• Perform computer installation, configuration, and break/fix support for Apple and Windows systems.
• Manage Active Directory user administration, DNS, VPN, and basic network troubleshooting.
• Support Intune, Windows Defender, and Okta configurations.
• Provide support for Microsoft Teams conferencing and Audio-Video equipment integration.
• Handle drive encryption management using BitLocker and FileVault.
• Perform onsite and remote analysis, diagnosis, and resolution of complex issues, including VIP user support.
• Execute installs, moves, adds, changes, and decommissioning of computer equipment.
• Maintain detailed documentation and knowledge base articles.
• Collaborate with vendors and internal teams for hardware procurement and support.
• Work collaboratively within the global IT team and escalate unresolved issues when necessary.