• Act as an escalation point beyond Tier 1 and own complex incidents end-to-end • Troubleshoot advanced Windows 11, mobile device, and virtual machine performance issues • Support Azure infrastructure, including VMs, Development, and virtual desktop environments • Administer Microsoft 365 (Exchange Online, Teams, SharePoint, licensing) • Manage Entra ID (user lifecycle, group management, MFA, access control issues) • Deploy and enforce Intune device policies and compliance standards • Diagnose and remediate endpoint security posture issues • Own patch validation, vulnerability remediation, and system hardening • Document thoroughly and follow structured operational practices • Maintain strong alignment with HIPAA/HITRUST security controls