Technical Support Engineer

Deliver enterprise IT support for global users across APAC, EMEA, and North America. Administer Microsoft 365 services including Exchange Online, Microsoft Teams, Outlook, and OneDrive.

Manage Microsoft Entra ID and Active Directory for onboarding, offboarding, password resets, security groups, access requests, and Microsoft 365 license administration. Administer Microsoft Intune endpoints, including device enrollment, compliance policies, application deployment, and lifecycle support across Windows, macOS, Android, and iOS.

Support BitLocker recovery, Windows LAPS, MFA, Okta authentication, YubiKey registration, and VPN connectivity. Maintain SLA commitments and document recurring issues using ServiceNow.

Delivered global service desk support for enterprise users across multiple regions through phone, email, chat, and remote support. Supported Microsoft 365 services including Exchange Online, Microsoft Teams, Outlook, and OneDrive.

Administered Microsoft Entra ID and Active Directory, handling user provisioning, password resets, account unlocks, security group management, and access requests. Assisted users with Okta authentication, MFA, account recovery, and Workspace ONE-managed device enrollment, deployment, and endpoint recovery.

Managed incidents and service requests through ServiceNow while consistently meeting SLA commitments.

Installed, configured, and maintained Windows desktops, laptops, printers, and standard business applications.

Diagnosed and resolved hardware, software, operating system, VPN, email, and networking issues. Prepared laptops, user accounts, and required software for new employee onboarding while following ITIL-based support practices.