End User Support Specialist en None

Technical Support & Responsibilities

• Diagnose and resolve hardware/software issues on desktops, laptops, and peripherals.
• Provide remote and in-person support for end-user technical problems.
• Maintain logs of incidents and resolutions.

System Setup & Maintenance

• Install, configure, and upgrade operating systems and applications.
• Perform routine maintenance and minor repairs.
• Monitor system performance and proactively address issues.

Network & Security Support

• Assist with LAN/WAN connectivity, VPN setup, and network troubleshooting.
• Manage user access and security policies via Microsoft Entra ID (formerly Azure AD).
• Support DNS, DHCP, and group policy configurations.

Device Management with Intune

• Enroll and manage devices using Microsoft Intune.
• Apply compliance policies and configuration profiles.
• Monitor device health and enforce security baselines.

Cloud & Azure Integration

• Support users with Azure-based applications and services.
• Assist in provisioning and troubleshooting virtual desktops or cloud-hosted environments.
• Collaborate with cloud teams on identity, access, and resource management.

Endpoint Protection & Update Management

• Monitor and manage endpoint security using Microsoft Defender.
• Administer Windows updates using WSUS and Azure Update Manager.
• Ensure systems are compliant with update and patching policies.

User Support & Training

• Respond to user inquiries via phone, email, or ticketing systems.
• Train users on new tools, software, and IT policies.
• Document solutions and create user-friendly guides.

Inventory & Asset Management

• Track and manage hardware inventory and lifecycle.
• Coordinate equipment deployment and recovery.

Documentation & Reporting

• Maintain technical documentation and knowledge base articles.
• Generate reports on support metrics, device compliance, and incident trends.

Collaboration & Escalation

• Work with infrastructure, security, and cloud teams to resolve complex issues.
• Escalate unresolved problems to higher-level support or vendors.