Support clients by ensuring tickets are handled according to best practices
Action and own the resolution of escalated tickets from the Service Desk team
Review investigation reports and diagnostics surfaced by Vega AI platform
Manage and execute agents for ticket resolution when Vega identifies agentic resolution
Manage calendar and workload to meet SLA requirements
Inform Queue Manager and SM when at capacity

🎯 Requirements

3+ years of IT support experience including Tier 2/Tier 3 troubleshooting in managed services
Bachelor's degree in computer science, IT, or equivalent experience
Strong knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, and Active Directory
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, wireless)
Experience supporting Windows and macOS workstations, mobile devices, common business applications
Familiarity with cloud platforms, backup solutions, endpoint security tools

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