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· Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
· Maintain systems, install new equipment, and make modifications to company infrastructure as requested.
· Able to troubleshoot mobile devices (setup email and security tokens).
· Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Azure AD, MS Exchange, O365, MDM, SharePoint, Windows 10, Outlook, and other office apps.
· Evaluate client’s operational efficiency of different IT systems and recommend improvements.
· Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
· Interact with company in house users using clear and concise communication to facilitate ticket status updates and product availabilities.
· Manage IT Inventory for the company with updated information all the time.
· Manage MS Exchange environments and Azure AD (e.g., add, delete, change) as needed and keep up to date.
· Manage company LAN/WAN and troubleshoot any related issues reported by users.
· Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall users.
· Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.
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