Responsibilities End-to-end management of support tickets, ensuring accurate and timely information recorded. Receive and log all requests and incidents. Manage all e-mails, response times, and resolution times according to SLA. Ensure quality closure of desktop and related incidents, requests, or projects within SLA. Install, configure, and support all Microsoft desktop and server operating systems. Install, configure, and support all Microsoft and other application software (desktop and server). General hardware troubleshooting (desktop and server). General troubleshooting on all IT-related equipment. Respond to and resolve support calls via remote connection (desktop and server). Assist customers telephonically. Remote administration of servers and workstations. Compile desktop and server configuration documentation for client sites. Execute orders and follow-up service and repairs with external suppliers. Identify possible risks or problems and escalate them to senior engineers. Desktop infrastructure consulting, support, or architecture (Windows 7 up to the latest) Server support (Server 2008 up the to latest) Cloud infrastructure support Solid fundamental understanding of networks (both LAN and WAN) Working knowledge of Active Directory administration: creating user accounts, resetting passwords, disabling, and deleting users Remote support delivery tools User security and rights management Checking and resolution of problems logged in the event logs. Server-side software support and upgrades DHCP and DNS administration Experience with the below: Azure/AWS architecture experience MS Office 365 experience DevOps Industry certifications Understanding Firewall, NAT, and Routing Rules Experience with remote support applications and techniques (e.g., VPN, RDP). Understanding of Virtualization and cloud-based solutions Support Ticketing (ConnectWise desirable) Office 365 support - Intermediate Highly desirable: Scripting knowledge (PowerShell, Python, C++, VB, etc.)