Required Skills -Technical Support Systems Administration Microsoft 365 Exchange Online OneDrive SharePoint Active Directory Administration user accounts, group management, permissions Strong troubleshooting abilities Excellent communication skills (oral and written) Ability to handle escalated technical issues with white-glove service for C-level executives Job Duties - Incident Resolution & Technical Support - Diagnose, troubleshoot, and resolve hardware, software, and network-related issues. Handle incidents and requests efficiently, meeting Service Level Agreements (SLAs). Provide client-facing support for high-profile end users. Administer user accounts, permissions, and security settings via Active Directory and Exchange Online. Systems Administration & Cloud Support - Administer Microsoft 365 environments, including Exchange Online, SharePoint, and OneDrive. Manage Active Directory for user provisioning, terminations, password resets, and permissions. Provide support for system and cloud administration tasks, including file migrations to OneDrive. Use and create PowerShell scripts to modify AD objects Leadership & Process Improvement - Act as a technical lead for help desk operations, managing escalations and offering guidance to junior staff. Assist in the onboarding and offboarding of users, ensuring smooth transitions. Collaborate with security teams to manage tools such as Symantec, ThreatLocker, and Bit9. Contribute to knowledge base articles, process documentation, and training materials for internal teams. Security & Compliance - Ensure compliance with security protocols, including managing access and permissions in cloud environments. Job Requirements - Experience 5 to 7 years of experience in technical support, systems administration, or related IT roles. Expertise in Microsoft 365 administration (Exchange Online, SharePoint, OneDrive). Proficient with helpdesk/ticketing systems ServiceNow Advanced troubleshooting for network (VPN, DNS, TCP/IP) and user account management. Ability to administer Active Directory and support cloud-based IT operations. Education - Associates or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience. Soft Skills - Excellent communication and interpersonal skills. Strong organizational abilities and multitasking in a high-volume environment. Client-facing professionalism, especially with C-level executives. Certifications: ITIL Foundation certification for service management practices is a plus. Experience with Azure Active Directory (AAD) or similar cloud identity management systems. Experience with advanced administration of collaboration tools like Microsoft Teams, Slack, or Zoom, especially around user permissions and integrations.