Senior Helpdesk Associate

Technical & Professional Skills

· Administration and troubleshooting across Exchange Online, Teams, SharePoint Online, OneDrive for Business, and Outlook.

· Microsoft Entra ID (Azure AD), Active Directory, MFA, Conditional Access, SSO, and RBAC.

· Microsoft Intune (MDM/MAM), Windows Autopilot, compliance policies, configuration profiles, and device lifecycle management.

· Microsoft Defender, endpoint security, device compliance, vulnerability remediation, and security best practices.

· Windows 10/11, macOS, iOS/Android support, VPN, DNS, DHCP, TCP/IP, and wireless connectivity.

· ServiceDesk Plus, full incident/change management lifecycles, and SLA-driven operations.

Professional & Soft Skills

· Exceptional analytical and troubleshooting capabilities with a proactive, solution-oriented mindset.

· Strong customer service acumen, effective teamwork, and autonomous execution.

· Skilled in knowledge sharing, thorough technical documentation, and guiding Level 1 support engineers.

· Proven ability to manage multiple competing priorities and consistently meet strict deadlines.

Added Advantages

· PowerShell scripting, automation, and Microsoft Graph API knowledge.

· Certifications: Microsoft certified (e.g., MS-102, MD-102, AZ-900, SC-900).