escalation point for incidents and service requests unresolved at 1st line. Troubleshoot and resolve issues across macOS, Windows, iOS, and Android devices. Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive. Configure and support end-user hardware (laptops, mobiles, printers) and software (M365 … line support or Tech Bar environment. Strong macOS support experience, with additional exposure to Windows, iOS, and Android. Hands-on experience supporting Microsoft 365 services. Working knowledge of Active Directory, Azure AD/Entra ID, and identity management. Experience using ITIL-based service management tools (e.g. ServiceNow, Jira ...