This position operates as part of a centralized, globally distributed team supporting multiple office locations. You will work through Jira Service Management for ticket management. The role requires strong technical expertise in Windows environments, Microsoft 365 services, and the ability to provide backup support for M365 administration tasks.

• Respond to support requests through multiple channels: Jira tickets, Slack, email, and phone 24/7

• Diagnose and resolve issues with Windows and macOS operating systems, common business applications, printers, peripherals, and mobile devices

• Provide remote support using ManageEngine EndpointCentral for desktop management, troubleshooting, and software deployment across global locations

• Perform on-site support at assigned office locations for hardware installations, replacements, and complex troubleshooting when remote support is insufficient

Microsoft 365 Support

• Troubleshoot Microsoft 365 service issues including Outlook/Exchange Online, Microsoft Teams, OneDrive for Business, SharePoint Online, and Microsoft Intune

• Assist users with M365 application setup, configuration, and basic usage questions

• Provide basic user account management: password resets, license assignment verification, and group membership checks in Microsoft Entra ID (Azure AD)

• Provide backup M365 administration support outside business hours when the primary Microsoft 365 Administrator is unavailable

Device & Asset Management

• Install, configure, and deploy laptops, desktops, monitors, and IoT-related hardware for new and existing employees

• Manage device lifecycle including provisioning, configuration, maintenance, and decommissioning using ManageEngine EndpointCentral

• Maintain accurate inventory of computer assets, software licenses, and hardware allocations across all locations

• Coordinate equipment shipping and logistics between offices for new hires, relocations, and hardware replacements

Ticketing & Documentation

• Manage and prioritize support tickets through Jira Service Management, ensuring SLA compliance and timely resolution

• Document all troubleshooting steps, resolutions, and known issues in Jira for knowledge sharing and future reference

• Create and maintain desktop support documentation, including standard operating procedures, troubleshooting guides, and user guides

• Prepare regular reports on ticket volume, resolution times, recurring issues, and hardware inventory for management review

Collaboration & Escalation

• Escalate complex technical issues to Platform Engineering, Network, or Security teams as appropriate

• Collaborate with global team members across different time zones to ensure 24/7 coverage for critical business operations

• Participate in handover procedures and knowledge transfer sessions with team members in other regions

• Work with HR and department managers to onboard new employees and ensure smooth technology setup

Security & Compliance

• Follow IT security policies and procedures for device configuration, data protection, and access control

• Ensure all devices comply with company security standards, including encryption, antivirus protection, and patch management

• Report security incidents and suspicious activities to the Security team immediately

• Assist with device compliance checks and remediation using Microsoft Intune and EndpointCentral

• Strong technical expertise in computer hardware, including troubleshooting motherboards, memory, storage devices, and peripherals

• Hands-on experience with Windows 10/11 operating systems, including installation, configuration, and troubleshooting

• Working knowledge of Microsoft 365 services (Outlook/Exchange Online, Teams, OneDrive, SharePoint, Intune) from a user support perspective

• Experience with Microsoft Entra ID (Azure AD) for basic user account management, password resets, and license verification

• Proficiency with Jira or similar ticketing systems for incident management, tracking, and reporting

• Experience with endpoint management tools, preferably ManageEngine EndpointCentral or similar RMM solutions

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) as they relate to end-user connectivity

• Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex technical issues independently

• Strong verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users

• Customer-first approach with strong interpersonal skills and the ability to remain calm under pressure

• Ability to work independently with minimal supervision and manage multiple priorities simultaneously