IT Support Engineer

Primary Responsibilities

• Provide onsite and remote technical support to business end users across multiple customer environments.

• Administer, maintain, and support Microsoft 365 services including:

  • Exchange Online

  • SharePoint Online

  • Microsoft Teams

  • Microsoft Entra ID (Azure AD)

  • Microsoft Intune (MDM)

  • Microsoft Azure

  • Microsoft 365 licensing and user management

• Perform user account administration including onboarding, offboarding, access management, mailbox management, license assignment, and security policy enforcement.

• Manage and maintain customer IT assets, hardware inventory, software licensing, and configuration records.

• Handle IT service requests, incidents, problem investigation, and service follow-up in accordance with SLA requirements.

• Perform deployment, configuration, installation, and troubleshooting of Windows workstations, laptops, printers, mobile devices, and standard business applications.

• Assist in Microsoft 365 migrations, endpoint deployments, and implementation of new IT solutions.

• Perform basic administration and troubleshooting for networking components such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, and switches.

• Support endpoint security solutions including Microsoft Defender, antivirus platforms, BitLocker, and MFA implementation.

• Maintain proper documentation, knowledge base articles, SOPs, and customer technical documentation.

• Escalate complex technical issues to senior engineers or vendors while ensuring timely customer communication and follow-up.

• Deliver excellent customer service by providing professional communication, regular updates, and effective issue resolution.

• Participate in a scheduled offsite on-call/standby roster to provide remote support for critical customer incidents outside normal business hours.

• Respond promptly to standby activations and work with internal teams and vendors to restore services within agreed SLA timelines.

Job Requirements

• Diploma, Advanced/Higher/Graduate Diploma, or Degree in Computer Science, Information Technology, Engineering, or a related discipline.

• Minimum 2 years of relevant working experience in IT support, helpdesk, desktop support, or managed services.

• Strong knowledge of Microsoft Windows desktop and server operating systems.

• Hands-on experience with Microsoft 365 administration, including Exchange Online, SharePoint, Teams, Entra ID, Intune, and Microsoft licensing.

• Familiarity with Azure administration will be an advantage.

• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, VLAN, and firewall troubleshooting.

• Experience supporting endpoint devices, Microsoft Office applications, printers, and mobile devices.

• Strong analytical, troubleshooting, and problem-solving skills.

• Good understanding of cybersecurity best practices, including MFA, endpoint protection, and identity management.

• Excellent customer service, communication, and interpersonal skills.

• Able to manage multiple customer environments and prioritize tasks effectively.

• Self-motivated, responsible, and able to work independently as well as within a team.

• Experience with ITSM/ticketing systems (e.g. Jira Service Management, Freshservice, ServiceNow, ManageEngine, Zendesk, or equivalent) is an advantage.

• Relevant Microsoft certifications (e.g. Microsoft Certified: Modern Desktop Administrator, Microsoft 365 Certified, Azure Fundamentals (AZ-900), or similar) will be an added advantage.