• Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments. • Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage. • Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues. • Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes. • Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications. • Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues. • Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes. • Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency. • Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance. • Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment.