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Serve as the pods senior individual contributor and escalation point, resolving the most complex tickets (server admin, networking, cloud, security triage), mentoring junior analysts, authoring advanced documentation, ensuring high-quality escalations, participating in on-call rotation, and supporting client communications and operational improvements.

Provide intermediate technical support via phone, ticketing system, and onsite visits. Monitor and document tickets, escalate per IT Glue, resolve Level I escalations, maintain SLAs and CSAT, assist with ISP/vendor issues, build client rapport onsite, update knowledgebase articles, participate in on-call rotations, and travel up to 25-50% as assigned.

Provide intermediate technical support via phone, ticketing, and onsite visits. Monitor queues, document and hand off tickets, resolve escalations, update IT Glue articles, assist with ISP/vendor issues, maintain SLAs/CSAT, and be available for on-call and travel assignments.

Provide intermediate technical support via phone, ticketing, and onsite visits; document and hand off tickets; resolve Level I escalations; maintain SLA and CSAT targets; troubleshoot Active Directory, VMware/Hyper-V, Windows Servers, networking (DHCP/DNS/VLAN), AzureAD/Microsoft 365; create IT Glue documentation; assist with ISP/vendor outages and travel as needed.