• Provide advanced technical support to resolve incidents related to hardware, software, and networks, managing escalated tickets effectively and efficiently. • Collaborate in the maintenance, monitoring, and optimization of clients’ IT environments, including servers, networks, and security systems. • Implement and maintain cybersecurity measures such as firewalls, antivirus solutions, encryption, and intrusion detection or prevention systems. • Communicate clearly and professionally with clients, providing guidance and technical assistance to ensure satisfaction and proper system functioning. • Maintain accurate records of incidents, solutions, and system configurations for quality control and future reference. • Work closely with Level 1 Support Engineers and other IT teams to ensure effective issue resolution and knowledge transfer, supporting and mentoring junior staff. • Manage and prioritize multiple incidents and service requests, escalating cases when necessary. • Stay current with technology trends, tools, and industry best practices to continuously improve service quality.