Job Description
Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux settings.
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