Microsoft Tech Lounge Specialist

Roles & Responsibilities Microsoft Tech Lounge Specialist

End-User & Tech Lounge Support

• Provide walk-up, desk-side, and concierge IT support to employees.
• Troubleshoot Windows 10/11, laptops, desktops, printers, peripherals, software, and connectivity issues.
• Support meeting-room technology, displays, webcams, headsets, and presentation equipment.
• Perform device setup, deployment, enrollment, configuration, and user onboarding.
• Support VIP and senior stakeholders with a high level of customer service.

Microsoft 365 & Modern Workplace

• Provide hands-on support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Support Microsoft Teams collaboration, meetings, communication, and file-sharing capabilities.
• Assist users with SharePoint Online and OneDrive for Business.
• Promote adoption and effective use of Microsoft 365 solutions.
• Demonstrate new Microsoft technologies and modern workplace capabilities.
• Provide foundational support for Power Automate and Power Apps.
• Help users understand and adopt Microsoft 365 Copilot and responsible AI practices.

Identity, Endpoint & Cloud

• Support user accounts and access through Active Directory and Microsoft Entra ID.
• Troubleshoot authentication, MFA, access, and account-related issues.
• Support Microsoft Intune-managed devices, enrollment, configuration, applications, and compliance.
• Assist with Windows endpoint security, BitLocker, antivirus, patching, and compliance requirements.
• Provide basic support for Azure and cloud-based services.

Networking & Technical Troubleshooting

• Troubleshoot TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and VPN issues.
• Diagnose hardware, software, operating system, application, and connectivity problems.
• Perform root-cause analysis and escalate complex issues to appropriate technical teams.
• Work with network, security, infrastructure, and application teams to resolve dependencies.

ServiceNow & ITSM

• Log, manage, prioritize, and resolve incidents and service requests through ServiceNow.
• Follow ITIL-based incident and request management processes.
• Maintain accurate ticket documentation and ensure timely resolution within SLA.
• Identify recurring issues and contribute to problem management and continual service improvement.
• Create and maintain knowledge articles, FAQs, and troubleshooting guides.

Training & Technology Adoption

• Conduct end-user training, workshops, demos, and technology awareness sessions.
• Explain technical concepts in simple, practical language.
• Support Microsoft 365 and Copilot adoption campaigns.
• Demonstrate productivity features and best practices to employees.
• Collect user feedback and identify opportunities to improve the digital employee experience.

Customer Experience

• Act as the face of IT within the Tech Lounge.
• Deliver a professional, friendly, and customer-first support experience.
• Handle frustrated users and high-priority/VIP requests professionally.
• Build strong relationships with employees and business stakeholders.
• Take ownership of issues from initial diagnosis through resolution.

Key Technologies

Windows 10/11 | Microsoft 365 | Teams | Outlook | SharePoint | OneDrive | Intune | Entra ID | Active Directory | Azure | ServiceNow | Power Automate | Power Apps | Microsoft 365 Copilot | VPN | DNS | DHCP | TCP/IP