• Provide high‐quality technical support via phone, chat, email, and self‐service channels while delivering white‐glove service to global employees.

• Diagnose and resolve incidents across end‐user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.

• Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.

• Deliver first‐contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.

• Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.

• Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.

• Participate in structured shift handovers an...