End User Computing: 

Role: Lead and manage complex end-user device and OS issues, including custom configurations. 

Responsibilities: 

• • Provide support for large-scale hardware and OS deployments. 

• • Develop and maintain imaging solutions and software deployment processes. 

• • Lead troubleshooting for complex issues, including OS corruption and system recovery. 

Skills/Experience: 

• • Expertise in Windows Server, macOS, Linux, and mobile platforms. 

• • Extensive experience with imaging, deployment tools, and OS-level troubleshooting. 

• • In-depth knowledge of Microsoft 365, Azure AD, and device management. 

Network & Hosting: 

Role: Provide expert-level support for enterprise networks and cloud hosting environments. 

Responsibilities: 

• • Design and implement complex network configurations and solutions. 

• • Lead troubleshooting for critical network infrastructure and cloud hosting issues. 

• • Manage large-scale VPNs, firewalls, and network security protocols. 

Skills/Experience: 

• • Advanced knowledge of routing, switching, DNS, VPN, cloud architecture (Azure, AWS). 

• • Expertise in network security (firewalls, IDS/IPS, VPN, SIEM). 

• • Familiarity with cloud networking, load balancing, and advanced monitoring tools. 

Security: 

Role: Oversee the security infrastructure and respond to high-level security incidents. 

Responsibilities: 

• • Manage incident response and resolution for high-priority security breaches. 

• • Conduct deep-dive security assessments and vulnerability testing. 

• • Lead risk management and ensure compliance with global security standards. 

Skills/Experience: 

• • Expertise in advanced security tools (e.g., SIEM, endpoint protection). 

• • Experience with threat hunting, penetration testing, and incident response. 

• • Knowledge of NIST, ISO 27001, and other security frameworks. 

Enterprise Applications: 

Role: Provide expert support for complex enterprise application infrastructure. 

Responsibilities: 

• • Lead integrations and advanced troubleshooting for ERP, CRM, and other business applications. 

• • Oversee performance tuning, customizations, and integrations across multiple platforms. 

• • Manage software upgrades and patches to minimize disruptions. 

Skills/Experience: 

• • Extensive experience with Microsoft Azure, 365, and SharePoint integrations. 

• • Advanced knowledge of enterprise systems (SAP, Oracle, Dynamics 365). 

• • Expertise in performance tuning and troubleshooting enterprise applications. 

Differentiation between L1, L2, and L3: 

• • L1 (Entry Level): Basic troubleshooting and support, usually resolves simple user issues like password resets or hardware setup. 

• • L2 (Mid-Level): Intermediate support, handling more complex issues, network configuration, and some system integrations. 

• • L3 (Expert Level): Advanced problem-solving, system architecture design, enterprise-level application and network management, and expert-level incident response.