It Support Engineer

We are hiring an IT Support Engineer to provide reliable L1/L2 support for employee endpoints and everyday IT services. You will be the first line of help for Windows laptops , Microsoft 365, device and identity issues, and connectivity problems. The role covers day-to-day troubleshooting, device lifecycle work, joiner/leaver support, and clear escalation when an issue needs a specialist team.This is a hands-on support role. Success means resolving most user issues quickly, keeping devices compliant and well documented, and leaving users with a clear explanation of what happened and what to do next.

Key responsibilities

• Provide L1/L2 technical support for hardware, Windows OS, applications, email, and connectivity issues.
• Provision, configure, deploy, and maintain Windows laptops and desktops, including OS installation, updates, patching, and performance optimization.
• Diagnose and resolve endpoint hardware issues, including performance, boot failures, storage, drivers, peripherals, docking stations, monitors, and printers.
• Install, configure, update, and troubleshoot enterprise applications and business software.
• Support Microsoft 365 for end users, including Outlook, Teams, OneDrive, and SharePoint, as well as common mail-flow, calendar, and shared-mailbox issues.
• Support endpoint and identity activities in Microsoft Intune, Entra ID, Exchange Online, and Microsoft Defender (device provisioning, compliance, accounts, groups, authentication, and access).
• Troubleshoot network and connectivity issues involving LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP, proxy, and internet access.
• Resolve Windows login, domain connectivity, profile, permissions, mapped drives, printers, and Group Policy issues using standard Windows diagnostic tools.
• Support endpoint security requirements such as antivirus/EDR, Microsoft Defender, BitLocker, firewall, and device compliance.
• Handle employee onboarding and offboarding: account coordination, device setup, application access, and asset recovery.
• Log, manage, and resolve incidents and service requests in the IT ticketing system, including remote support for users in other locations.
• Maintain accurate asset and allocation records; keep SOPs and knowledge-base articles up to date.
• Identify recurring issues, recommend practical improvements, and escalate complex infrastructure, security, or Microsoft 365 issues with complete troubleshooting notes.
• Coordinate with vendors for hardware warranty, software, and related support.

Required skills and experience

• 12 years of hands-on experience in IT Support or Desktop Support.
• Strong troubleshooting skills with Windows 10/11, including OS, hardware, drivers, BIOS/UEFI, storage, memory, and system performance.
• Experience installing, configuring, and supporting enterprise applications.
• Solid Microsoft 365 user support, especially Outlook and Teams.
• Working knowledge of Microsoft Intune, Entra ID, Exchange Online, and Microsoft Defender in an endpoint-support context.
• Good understanding of Active Directory / Entra ID concepts: user accounts, groups, permissions, authentication, and Group Policy.
• Practical networking knowledge: TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, and proxy.
• Comfortable with Windows diagnostic tools such as Event Viewer, Device Manager, Services, Task Manager, Command Prompt, and PowerShell.
• Familiarity with endpoint security controls (Defender/EDR, BitLocker, firewall, compliance).
• Experience with ticketing systems, SLA-based support, and structured escalation.
• Clear written and spoken communication with non-technical users; able to work independently, prioritize, and document work cleanly.

Nice to have

• Exposure to imaging or modern device provisioning (Autopilot / Intune enrollment).
• Basic PowerShell for support tasks (not development).
• Experience supporting a multi-site or remote workforce.
• ITIL Foundation or equivalent familiarity with incident and request processes.

How we will measure success

• Most L1/L2 tickets resolved at first or second contact, with accurate notes.
• Devices issued, recovered, and recorded without gaps.
• Users understand the resolution and next steps.
• Recurring issues are flagged instead of only closed one by one.
• Escalations include what was already tried, evidence, and impact.