L1 IT Support Enginee
Responsibilities
- Deliver first-level IT support for desktops, laptops, printers, IP phones, AV equipment, and peripherals to resolve user issues promptly
- Troubleshoot hardware, software, operating system, and Microsoft 365 issues to maintain system functionality
- Administer Microsoft 365 services including Teams, Outlook, SharePoint, OneDrive, and Exchange Online to support collaboration and communication
- Configure and deploy laptops, software, VPN, Wi-Fi, BitLocker, Intune/MDM, and endpoint security solutions to ensure secure and efficient device use
- Manage user account administration, including password resets, mailbox management, and access requests to maintain user access control
- Perform IT asset tagging, inventory management, and asset lifecycle tracking to ensure accurate asset records
- Support joiner, mover, and leaver processes to facilitate smooth IT transitions for employees
- Assist with Windows updates, software deployment, endpoint hardening, and image management to maintain system security and performance
- Conduct first-level troubleshooting of servers, networks, firewalls, and wireless devices under Level 2 engineer guidance to support infrastructure stability
- Coordinate with third-party vendors for warranty, repairs, and technical support to resolve hardware and software issues efficiently
- Maintain IT documentation, SOPs, user guides, and operational records to support knowledge sharing and compliance
- Support cybersecurity initiatives such as MFA, antivirus, phishing awareness, endpoint protection, and security monitoring to safeguard IT assets
- Prepare monthly operational and incident reports to track IT support activities and issues
- Escalate unresolved incidents to Level 2 support and monitor progress until resolution to ensure timely problem-solving
- Comply with company IT security policies, confidentiality requirements, and cybersecurity standards to protect organisational data
Required competencies and certifications
- Diploma or Degree in Information Technology or Computer Science
- Minimum 2 years of experience in IT Helpdesk, End User Computing, or Desktop Support
- Proficient knowledge of Microsoft Windows, Microsoft 365, Active Directory, and SharePoint
- Experience supporting desktops, laptops, printers, and mobile devices
- Basic understanding of networking, servers, and cybersecurity concepts
- Experience with IT asset management and documentation
- Strong troubleshooting, analytical, and communication skills
- Ability to work independently and manage multiple support requests