Providing first-level technical support to end users (hardware, software, network, and access issues): Accepting end-user phone calls and email Classifying incidents and requesting logging tickets as required End to End Ticket Ownership on behalf of Customers Escalating to the next higher level if required Providing Initial solution within prescribed use cases Documentation and update of incidents and requests User supporting for the creation of requests, e.g. for backup and restore requests User administration (mailboxes; user accounts; lock/reset Passwod, folder access) Collaborating with team members on IT improvement initiatives. Collaborating closely with senior team members to gain practical knowledge and mentorship