• Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice • Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services that have been escalated from Tier 1 and 2 technicians • Provide day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux) • Microsoft Office 365, Azure, Teams, OneDrive, SharePoint • Networking Devices (firewalls, switches, wireless access points) • Line of Business Applications • On-premise and Cloud Backup and Disaster Recovery • Hardware peripherals (printers, monitors, docking stations, webcams, etc.) • Mobile Devices / Mobile Device Management (MAM / MDM) • Provide escalation support as necessary for Level I and II Helpdesk staff • Assist with the onboarding and offboarding of clients, systems, and users • Deploy and maintain security tools and management agents • Maintain current notes and time entries for all requests in the helpdesk ticketing system • Create and maintain comprehensive documentation for internal and client systems • Work with third-party vendors to remediate issues as needed