Incident & Problem Management

Perform advanced troubleshooting to identify root causes of recurring or complex issues Restore services within defined SLA targets Document root causes, fixes, and preventive actions Support Problem Management by identifying trends and recurring incidents

Technical Troubleshooting & Resolution

Diagnose and resolve complex hardware, software, network, and system issues Support operating systems, applications, servers, cloud services, and endpoints Apply fixes, patches, configuration changes, and workarounds where required Validate solutions before closing tickets System & Service Support Support enterprise systems such as: Microsoft 365 / Email services ,Active Directory / Azure AD, Endpoint management (Intune, MDM, EDR), Network connectivity (LAN, WAN, VPN) ,Backup and monitoring tools Perform controlled changes following approved change procedures Escalation & Collaboration Escalate unresolved or critical issues to Level 2 or vendors with complete diagnostics Documentation & Knowledge Management Create and update knowledge base articles and technical documentation Ensure ticket updates are accurate, detailed, and professional Customer Communication Communicate clearly with customers on issue status, progress, and resolution Explain technical issues in a simple, customer-friendly manner Manage customer expectations during incidents and outages Monitoring & Preventive Support Monitor systems, alerts, and dashboards Take proactive action to prevent incidents where possible Support maintenance activities and system health checks

Requirements

Strong troubleshooting and analytical skillshigh understanding of IT infrastructure and cloud services Knowledge of ITIL processes (Incident, Problem, Change) Ability to work under pressure and manage priorities Clear documentation and communication skills Certifications are Strongly Preferred :ITIL® 4 Foundation Comp TIA Network+Comp TIA A+Microsoft Certified: Endpoint Administrator Associate (MD-102) Microsoft Certified: Azure Administrator Associate (AZ-104) Microsoft 365 Certified: Administrator Expert Nice to Have: (Comp TIA Security+ Microsoft Certified: Security Operations Analyst Associate (SC-200) Cisco CCNA Fortinet NSE / Palo Alto Certifications

Benefits

A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within Continuous feedback: We don't wait for annual reviews — we believe in real-time coaching and development Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team A space for every personality: Love socializing? You'll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We've got dedicated Focus Rooms perfect for deep work Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you