Address and resolve technical issues from a backlog of 300 support calls in a timely and efficient manner. Troubleshoot hardware, software, and network-related problems across various devices and platforms. Provide clear, professional, and effective communication to users during problem resolution. Document solutions and update ticketing systems to maintain accurate records of issues and resolutions. Escalate unresolved issues to senior IT staff when necessary. Assist in configuring and deploying hardware such as desktops, laptops, and printers. Support users with software installations, updates, and basic training. Monitor and ensure adherence to SLA timelines and performance standards.