• Provide Tier 2 support via phone, ticketing system, email, and remote tools. • Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services. • Own tickets through to resolution, ensuring timely communication and proper documentation. • Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer. • Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services). • Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services. • Perform user and group administration across various systems. • Assist with management of switches, firewalls, wireless, VPN, and other network devices. • Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues. • Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management). • Participate in implementation and upgrade projects (migrations, standardization, new deployments). • Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles. • Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions. • Assist in responding to security-related alerts and incidents following established playbooks. • Follow best practices and policies for system hardening, access control, and data protection. • Mentor Tier 1 technicians and help elevate overall team capability. • Provide feedback to improve tools, processes, and service delivery. • Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.