job summary: Core Support: Solid Tier 1-2 support experience across Windows, Mac, and Android - including troubleshooting hardware/software, peripherals, basic networking, and connectivity issues. Brings strong critical thinking, troubleshooting curiosity, and analytical skills to complex technical issues rather than just following a script. ITSM & Process: Hands-on experience with ITSM tools like ServiceNow, with an understanding of ITIL, incident management, and a track record of clear docum