Provide first-line internal IT support for a globally distributed workforce: triage tickets, manage identity and access, administer endpoints via Intune, maintain Microsoft 365 services, support Nerdio/AVD environments, and contribute to IT operations, documentation, and projects.

Own and resolve complex Tier 3 escalations for Microsoft cloud desktop environments. Perform deep root-cause analysis, collaborate with Product/Engineering, mentor Tier 1/2, manage problem tickets, and produce RCAs and knowledge-base documentation to reduce repeat issues.