Technical Support Engineer

About The Position

We are seeking an IT Support Engineer to provide L1/L2 technical support for Windows, Microsoft 365, Active Directory, user access, and endpoint-related issues.

The role involves remote troubleshooting, ITSM/ticket management, onboarding/offboarding support, and coordination with technical teams to ensure timely issue resolution and excellent user experience.

Technical and Professional Requirements

Mandatory

• Must have hands-on experience with Active Directory administration, including user account management, password resets, account unlocks, group membership, and access permissions.
• Must have strong working knowledge of Microsoft 365 (M365/O365) applications and be able to troubleshoot common application, configuration, authentication, and connectivity issues.
• Must have practical experience troubleshooting Windows 10 and Windows 11 operating systems, including login, performance, application, update, driver, and connectivity issues.
• Must possess basic knowledge of Windows Server and Azure-related server environments.
• Must have experience providing remote technical support to end users and resolving desktop, application, access, and endpoint-related issues.
• Must have hands-on experience using ITSM or ticketing systems to manage incidents and service requests, maintain documentation, and meet service-level agreements (SLAs).
• Must demonstrate strong verbal and written communication skills to interact effectively with users, document technical issues, and coordinate with internal support teams.

Preferred

• Experience with Microsoft Entra ID (formerly Azure Active Directory) for identity management, authentication, and user access administration would be an advantage.
• Familiarity with Exchange Online and troubleshooting Outlook mailboxes, email delivery, and synchronization issues would be beneficial.

Job Responsibilities

• Provide Level 1/Level 2 end-user support for Windows 10/11, Microsoft 365, applications, hardware, peripherals, and common desktop issues.
• Perform Active Directory administration, including user creation, password resets, account unlocks, group membership, permissions, and basic domain-related troubleshooting.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other Office applications, covering installation, configuration, authentication, connectivity, and synchronization issues.
• Manage user accounts and access, including provisioning, modification, access requests, password management, and timely removal of access in accordance with security procedures.
• Provide technical support for employee onboarding and offboarding, including account setup, device/application access, configuration, and coordination with relevant internal teams.
• Diagnose and resolve Windows operating system issues, including performance, login, application crashes, updates, connectivity, drivers, printing, VPN, and user-profile-related problems.
• Provide remote technical support to users across different locations, effectively troubleshooting connectivity, authentication, Microsoft 365, and endpoint-related issues.
• Manage incidents and service requests through the ITSM/ticketing system, ensuring accurate categorization, prioritization, documentation, SLA adherence, regular updates, and timely closure.
• Maintain technical documentation and knowledge-base articles, documenting troubleshooting steps, resolutions, recurring issues, and standard support procedures.
• Escalate complex or unresolved issues to appropriate infrastructure, security, application, or vendor teams with complete troubleshooting details, while maintaining ownership and communication until resolution.

Educational Requirements

• Bachelor's degree or diploma in Computer Science, Information Technology, Computer Applications, or a related field.