IT Support Engineer (L1) - Microsoft

We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating systems, and basic networking. The candidate will be responsible for providing first-level technical support, resolving user issues, managing support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering excellent customer service.

The candidate will have responsibilities across the following functions:

End-User Support:

• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
• Assist users with Microsoft Office applications and Windows operating systems.
• Perform system health checks and preventive maintenance.

Microsoft 365 Administration:

• Create, modify, and manage Microsoft 365 user accounts and licenses.
• Support Microsoft 365 services including: Exchange Online, Microsoft Teams, OneDrive for Business, SharePoint Online (Basic)
• Perform password resets and mailbox troubleshooting.
• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.
• Support Microsoft Outlook configuration and synchronisation issues.

Windows Administration:

• Install, configure, and troubleshoot Windows 10 and Windows 11
• Join devices to Active Directory or Microsoft Entra ID.
• Configure user profiles and local security settings.
• Perform operating system updates and driver installations.
• Troubleshoot boot, performance, and application issues.

Helpdesk and Ticket Management:

• Log, prioritise, and resolve incidents using ITSM/Ticketing tools.
• Ensure incidents are resolved within defined SLA timelines.
• Escalate unresolved issues to senior engineers when required.
• Maintain accurate troubleshooting notes and resolution details.
• Create and update knowledge base articles.

Hardware and Software Support:

• Install and configure desktop and laptop hardware.
• Diagnose hardware failures and coordinate warranty replacements.
• Install and update software applications.
• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.
• Support antivirus installation and endpoint protection.

Basic Networking Support:

• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.
• Verify IP configuration, DNS, DHCP, and default gateway settings.
• Configure basic TCP/IP settings.
• Assist with printer and network drive connectivity.
• Escalate advanced network issues to the Network Team.

User Administration:

• Create and manage Active Directory user accounts.
• Reset passwords and unlock user accounts.
• Manage user permissions and group memberships.
• Assist with onboarding and offboarding activities.