JOB SUMMARY:
We are looking for a reliable and customer-focused Microsoft L1 Support Engineer to provide first-line technical support for Microsoft-based platforms and end users. The role involves handling incidents, service requests, and basic troubleshooting while ensuring timely resolution and excellent user experience. The position requires participation in a rotational on-call schedule during weekends (approximately once per month).
JOB RESPONSIBILITIES:
- Provide Level 1 support for Microsoft technologies and end-user issues
- Monitor, log, and resolve incidents and service requests through the ticketing system
- Perform initial diagnosis, troubleshooting, and resolution of common technical issues
- Escalate complex or unresolved issues to L2/L3 support teams with proper documentation
- Support users across Microsoft platforms, ensuring minimal disruption to business operations
- Participate in rotational on-call weekend support (once per month)
- Follow incident, change, and service management processes and SLAs
- Maintain accurate documentation of issues, resolutions, and standard procedures
- Communicate clearly with users regarding issue status and resolution progress
- Assist in basic system monitoring and health checks
JOB QUALIFICATIONS:
- 2–4 years of experience in IT Support or Service Desk roles
- Hands-on experience supporting Microsoft technologies, such as:
- Windows OS (Windows 10/11)
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- M365 Active Directory/Exchange Admin (user account management, password resets, group policies, assign license)
- Familiarity with ITSM tools (e.g., ServiceNow, Jira or similar ticketing systems)
- Basic understanding of networking concepts (LAN/WAN, DNS, VPN)
- Experience working in a structured support environment with SLAs
- Strong communication and customer service skills
- Ability to work independently and prioritize tasks effectively
- Willingness to work on a rotational on-call schedule
- Problem-solving mindset with attention to detail
- Ability to work in a fast-paced support environment
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