Ability to provide effective solutions, escalate complex issues, and advise users on the use of software and hardware. Experience in handling calls, emails, and tickets Incident and solution logging Technical problem diagnosis and resolution Escalation of unresolved issues Knowledge of Windows environments (Windows 10, 7, 8) Management of ticketing tools (Remedy, HP Service Manager, ServiceNow, etc.) Office Suite (Outlook, Excel, Word, etc.) Password reset in Active Directory Excellent customer service OnCall coverage Software installation and updates Account access granting Advanced knowledge in Windows Front-End environments Attend support calls, emails, and tickets Log incidents and solutions in the system Diagnose and resolve technical issues Escalate complex issues to higher levels Advise users on the use of software and hardware Install and update software as needed Reset passwords and manage access in Active Directory Provide OnCall support when required