About the role
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.