2nd Line Help Desk Support

- Handle escalated 2nd line support incidents, including troubleshooting server systems, networks, telephony, security, cloud services, and more. - Diagnose and resolve issues related to Microsoft 365, Azure, SharePoint, Exchange, hybrid connectivity, VPNs, WiFi/guest networks, domains/DNS/Hosting. - Assist with the design, installation, maintenance, and support of infrastructure (servers, storage, network devices, firewalls, access control). - Work closely with the 1st Line team to provide guidance, ensure smooth hand-over, maintain the knowledge base, and drive continuous improvement. - Participate in change management, patching rollouts, service improvements, and SLA/quality assurance. - Provide expert support for telephony and VoIP systems, business mobile networks, intercoms, and associated connectivity. - Perform root-cause analysis for recurring incidents and implement corrective/preventative measures. - Monitor system health, performance, and proactively identify vulnerabilities. - Liaise with vendors, escalate issues externally where necessary, and act as point of contact for third-party services. - Provide occasional onsite support when required. - Deliver excellent customer experience and maintain professional client relationships.