End User Computing: 

Role: Address intermediate-level issues related to end-user devices, OS, and software applications. 

Responsibilities: 

• • Resolve more complex issues related to system crashes, device malfunctions, or configuration errors. 

• • Manage software installations and updates. 

• • Provide hardware diagnostics and repair support. 

Skills/Experience: 

• • Proficient in troubleshooting Windows, macOS, and mobile OS. 

• • Knowledge of Microsoft 365, Azure, and related admin tools. 

• • Intermediate networking skills. 

Network & Hosting: 

Role: Provide support for networking and hosting infrastructure issues. 

Responsibilities: 

• • Troubleshoot and resolve issues related to LAN/WAN, firewalls, and VPNs. 

• • Manage network performance, conduct analysis, and optimize performance. 

• • Handle troubleshooting for server hosting, including cloud environments (Azure, AWS). 

Skills/Experience: 

• • Strong knowledge of TCP/IP, VLANs, subnets, VPN, and routing. 

• • Experience with network monitoring and troubleshooting tools. 

• • Familiarity with cloud hosting solutions (Azure, AWS). 

Security: 

Role: Provide mid-level support for security incidents and operations. 

Responsibilities: 

• • Analyze security incidents, perform root cause analysis, and implement fixes. 

• • Maintain endpoint security, ensure patches are applied, and monitor SIEM tools. 

• • Ensure compliance with security policies and conduct vulnerability scans. 

Skills/Experience: 

• • Experience with firewalls, intrusion detection/prevention systems (IDS/IPS). 

• • Working knowledge of SIEM tools, endpoint security, and threat intelligence. 

• • Intermediate knowledge of security compliance frameworks. 

Enterprise Applications: 

Role: Manage advanced application support for business-critical enterprise applications. 

Responsibilities: 

• • Provide advanced support for enterprise applications such as ERP, CRM, and custom business software. 

• • Resolve integration issues between multiple systems. 

• • Provide configuration support and system optimization. 

Skills/Experience: 

• • Advanced knowledge of Microsoft 365, SharePoint, and Azure-based applications. 

• • Familiarity with ERP systems (SAP, Dynamics). 

• • Experience with troubleshooting and configuring application integrations.