RESPONSIBILITIES:

· Provide advanced technical support for O365 applications (e.g., Outlook, Teams, SharePoint), troubleshooting and resolving complex user issues beyond the scope of L1 support.

· Conduct in-depth analysis of AV-related alerts, investigate potential threats, and implement appropriate remediation strategies.

· Manage and maintain AV software configurations, ensuring optimal protection against evolving cybersecurity threats.

· Troubleshoot and resolve complex issues related to Endpoint Management tools (e.g., Microsoft Intune, Mobile Device Management) for device enrollment, access control, and security policies.

· Diagnose and resolve VDI user issues, including login problems, application access challenges, and desktop performance concerns.

· Collaborate with L1 support specialists to ensure seamless issue escalation and resolution.

· Document support interactions comprehensively, including detailed troubleshooting steps and resolutions.

· Proactively monitor system health and identify potential issues.

· Stay up-to-date on the latest security threats, vulnerabilities, and best practices in AV solutions and other supported technologies.

· Maintain a positive and professional demeanor while interacting with users.

REQUIREMENTS:

· Minimum 3-5 years of experience in a technical support role, with a focus on L2 or higher support.

· Strong expertise in troubleshooting and resolving complex issues related to O365 applications.

· In-depth knowledge of Antivirus (AV) solutions, threat detection and remediation techniques

· Solid understanding of Endpoint Management tools and their functionalities

· Experience with Virtual Desktop Infrastructure (VDI) technologies (a plus)

· Excellent problem-solving and analytical skills.

· Strong communication and interpersonal skills, with the ability to explain complex technical issues in an understandable manner Ability to work independently and as part of a team.

· Excellent time management and organizational skills.

· A proactive and detail-oriented approach Valid security+ certification (preferred)