IT Support Professional should have experience in troubleshooting and supporting settings and configurations within an enterprise end user environment.
- Support of Microsoft Outlook and Connected Email Providers (such as Exchange Online) as it relates to an End User’s Operating Environment.
- ActiveDirectory and Microsoft Entra/AzureAD Usage and Diagnosing to Support End User Objects and Computers such as Permissions/Attributes/Object Diagnoses for End User Issues
- Group Policy in ActiveDirectory and Microsoft Entra/AzureAD such as Diagnosing Failures of Applying.
- Supporting Windows Operating Systems 10/11 for various issues such as Software Install issues, boot issues, equipment issues.
- Windows Update Issues such as Failures, Missing Updates, Applying Updates.
- Hardware Expertise in Diagnosing/Repair and Replacement of Parts on Desktop and Laptops
- Support systems like Azure Virtual Desktop/Citrix for Diagnosing and Supporting End Users such as Session Issues/Core Functionality of the Platforms from and End User Perspective such as Connection/Printing/Local Resource Replication rules and techniques with these products when used by an End User.
Knowledge in supporting:
- Mobile Device Support on Android and iOS Platforms for Updates and Software.
- MDM Ecosystems on Mobile Devices and how they operate on a device such as Intune.
- Microsoft SharePoint Platforms for Diagnosing and Support of End User Issues with this Service.
- Service Now Usage, such as Navigating and Managing your Queue
- Diagnosing of Physical Printer Issues (Jams/Toner Replacements) and Software Related Printer Issues (Print Server/Spool/Queue)
- Microsoft Office Products such as Teams/Excel/Word/etc and Extensive Support Capabilities.
- Windows Imaging Services and Platforms such as Disk Partitioning/Macruim/Acronis/etc.
Candidates should have experience in the following:
- End User Computing Network Diagnoses such as DNS/Ping/Traceroute/TCPMon/TCP/UDP/IP Addressing.
- Microsoft Intune for Windows AutoPilot and Intune Software Deployment Techniques and Diagnosing.
- Email Connectivity Issues to Diagnose Email Sending Problems such as Send Failures/Bounce Backs/Blocks etc.
Experience in a variety of Remote Support platforms such as TeamViewer/BeyondTrust/QuickAssist/RemoteHelp as well as some exposure to Mac/Linux
