VS01693 - Helpdesk Support Engineer

• Provide technical assistance to users experiencing computer-related issues, including password resets, system lockouts, and application support.
• Deliver support via phone and remote desktop access; prior experience in both is required.
• Guide users through troubleshooting steps to resolve technical problems effectively.
• Install, configure, and troubleshoot components within the Microsoft 365 suite.
• Serve as the first point of contact for technical issue resolution and escalation.
• Document issues and resolutions accurately, maintain knowledge bases, and ensure high-quality customer service.
• Possess foundational knowledge of Microsoft 365 and basic Azure cloud concepts.
• Diagnose and resolve software, connectivity, and operational issues to reduce incident resolution time.
• Manage remote desktop connections and configure VPN access for secure connectivity.

Roles and responsibilities

• Account creation in Active Directory, password resets, OTP issues
• MFA enablement, disablement, and enforcement
• Travel user access and VPN setup/issues
• Outlook-related issues
• Account Risk Potential Credential Compromise
• Account Risk VPN credential Compromise
• Account Risk - MFA Disabled
• Endpoint Risk - High-Risk Free VPN Service Detected
• Unblock Request for Prospectus Delivery Mailbox
• User Authentication Detected from Suspicious VPS Provider
• Onboarding new user from laptop setup to assignment License on M365 admin Console MFA enabled. Following the Microsoft form to assign the license during onboarding. MS Teams Phone assignment.
• Offboarding user.