Supervisory Responsibilities

- May mentor or support junior team members
- Supports leadership within assigned business areas

Duties/Responsibilities

- Provide advanced troubleshooting and resolution for technical issues
- Demonstrate leadership in assigned business areas
- Collaborate with global teams and provide timely communication
- Proactively suggest team and process improvements
- Participate in and organize team meetings and events
- Maintain communication regarding work progress and collaborate effectively
- Complete administrative tasks such as timesheets, training, and policy acknowledgements
- Support migration and integration projects within the O365 and Azure AD environment

Required Skills/Abilities

- Strong customer service and communication skills
- Advanced issue analysis and trend identification
- In-depth knowledge of ITIL practices
- Experience with Active Directory, Azure AD, and PowerShell scripting
- Knowledge of O365 services and compliance configurations
- Empathetic and collaborative work style with strong cross-functional engagement

Education and Experience

- Bachelor's degree in Computer Science or related field required
- 4–6+ years of relevant IT/helpdesk experience
- Proven ability in managing and resolving escalated technical issues

Travel Requirements

- Very minimal travel expected; may include office visits, team gatherings, or client workshops

Location Requirements

- Must have a reliable internet connection and access to a professional work environment
- May involve physical equipment handling such as AV gear, printers, and hardware assembly