IT Support Engineer

- I act as a primary point of contact for phone calls and emails from clients regarding IT issues and queries. - I receive, log, and manage requests from clients via telephone and email. - I handle Microsoft 365 administration and maintenance tasks. - I maintain client asset databases and documentation to track changes. - I troubleshoot IT-related problems involving software and hardware and escalate unresolved issues to the support team. - I log all requests in the Service Desk Call Logging system. - I take ownership of user problems, follow up on the status of these issues, and communicate progress to the user in a timely manner. - I maintain a high degree of customer service for all support queries and adhere to all service management principles. - I publish support documentation to assist with information requests and provide training as needed. - I create user accounts, reset passwords, and create groups.