- Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
- Perform deep-dive analysis using system logs, traces, and debug data to identify root causes.
- Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
- Escalate unresolved or complex cases to Tier 3 Engineering or R&D; teams with detailed findings and replication steps.
- Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.
- Collaborate with internal teams (Support, QA, R&D;, Product Management) to drive rapid resolution of high-impact incidents.
- Maintain high standards of communication with customers, ensuring timely status updates and transparent explanations of findings and solution