• Provide L1–L2 day‑to‑day technical support for global end‑users, including hardware/software installation, configuration and troubleshooting.
• Deliver IT support across the user lifecycle: onboarding (devices) and offboarding (asset return).
• Handle incidents and service requests via ServiceNow or similar tools, ensuring proper logging, categorization, communication and resolution within SLAs.
• Own local office IT support (desktops/laptops, meeting rooms, AV/VC, printers, peripherals and basic network/connectivity).
• Build and configure laptops, set up workstations and ensure a smooth onboarding experience for new joiners.
• Ensure endpoint security and compliance (patching, encryption, antivirus/EDR, OS compliance).
• Maintain accurate IT asset and inventory records, including allocation, returns and lifecycle updates.
• Administer Azure AD / Active Directory for user and device accounts (provisioning, group membership, password/account issues).
• Support Google Workspace (Gmail, Drive, Calendar, Meet, Groups) for both administration and end‑user troubleshooting.
• Use enterprise endpoint management tools (e.g. Intune, Kace) and mass deployment solutions (e.g. Autopilot, Jamf) for device management and provisioning.
• Collaborate with other IT teams on escalations, root cause analysis and continuous improvement of processes and documentation.
• Participate in shift work, on‑call rotation and occasional travel to support regional offices or projects.