Over 5 years of hands-on experience working in Managed Service Provider (MSP) environments
Provide 1st and 2nd line remote support via phone, email, and ticketing systems
Troubleshoot complex Microsoft 365, Windows, and networking issues
Administer Microsoft 365 environments
Manage Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Microsoft Entra ID
Perform upgrades, and cloud migrations
Perform user and permission management, password resets, and security troubleshooting
Handle device compliance and endpoint support for Windows OS
Diagnose and resolve LAN and WLAN connectivity issues
Maintain and document client environments using IT Glue
Operate effectively within SLA-driven MSP environments
Maintain structured ticket handling and detailed documentation
Create comprehensive diagnostic notes and knowledge base articles
Use ticketing platforms such as ConnectWise and Autotask
Utilize RMM tools including N-able and ScreenConnect
Communicate fluently in professional English
Demonstrate strong customer service mindset, reliability, and operational accountability
