rs1

Tier 1

Basic issues (passwords, access, simple app problems)

Tier 2

More technical issues (system errors, deeper troubleshooting)

Tier 3

Advanced or engineering-level problems

How to explain tiers in int

“I worked mainly at Tier 1 and Tier 2. Tier 1 handled common user issues like password resets and access problems, and if something required deeper troubleshooting, I escalated it to Tier 2 or Tier 3 while documenting everything clearly.”

Password Reset

Helping users regain access when they forget or lock their passwords.

How to explain Password reset in int

“I reset passwords through tools like Active Directory or Microsoft 365 after verifying the user’s identity, and made sure they could log in successfully before closing the ticket.”

MFA Troubleshooting (Reset, Setup, Add Methods)

Multi-Factor Authentication adds a second step (phone, app, text) to log in. Sometimes it breaks or users get locked out.

How to explain MFA Troubleshooting in int

I helped users set up MFA, reset it when they changed phones, and added backup methods like an authenticator app or phone number. This reduced lockouts and improved account security.”

Access Provisioning (Create Users, Share Links, Disable Accounts)

Giving the right people the right access at the right time.

explaining Access Provisioning in int

I created new user accounts, assigned access to tools like Teams and SharePoint, shared secure links, and disabled accounts when employees left to maintain security.”

Vulnerability Management with Tenable

Finding security weaknesses on devices and systems.

explainig Tenable in int

I used Tenable to review vulnerability scan results, identify missing patches or risky configurations, and worked with the team to remediate or escalate critical findings.”

Phishing Simulations with Microsoft Defender

Testing employees to see if they can spot fake emails.

explaining Phishing Simulations with Microsoft Defender in int

I supported phishing simulations through Microsoft Defender to help train users on identifying suspicious emails and reduce real phishing incidents.

Phishing Reports & Email Handling

Handling real suspicious emails sent by users.

explaining Phishing Reports & Email Handling in int

When users reported phishing emails, I analyzed headers, links, and attachments, removed malicious emails from mailboxes if needed, and educated users on what to look out for.

Onboarding & Offboarding Devices

Setting up devices for new hires and securing devices when someone leaves

explaining Onboarding & Offboarding Devices in int

For onboarding, I set up laptops, user accounts, and access so employees were ready on day one. For offboarding, I disabled accounts, collected devices, and ensured company data was secured.

Ticket Creation, Assignment, and Resolution

Using a help desk system to track work.

explaining Ticket Creation, Assignment, and Resolution in int

I created and managed tickets, assigned them based on priority, documented troubleshooting steps, and resolved issues while keeping users updated.

Troubleshooting Microsoft Teams

Fixing common Teams issues

explaining Troubleshooting Microsoft Teams in int

“I helped users with Teams issues like login problems, audio or camera not working, meeting access issues, and app errors by checking permissions, device settings, and account status.”