IT Support Engineer (L1) – Cloud & Security Monitoring

We are looking for a technically sharp and detail-oriented IT Support Engineer (L1) to join our IT team. This role is ideal for someone who thrives in a fast-paced environment and wants to grow their experience in cloud monitoring, security operations, and cost optimization, alongside providing frontline support.

As the first point of contact for IT issues, you’ll ensure users are supported promptly and effectively while also taking ownership of critical monitoring tasks across Microsoft Entra ID (Azure AD), AWS services, and core infrastructure. You’ll work closely with the Head of IT and Sr. IT Expert to keep operations running smoothly, surface early warning signs, and contribute to a secure and cost-efficient IT environment.

Key Responsibilities• Service Desk (Primary)

• Triage, diagnose, and resolve L1 tickets (Windows 10/11, macOS basics, O365 apps, email, printers, VPN, basic networking).
• Perform user lifecycle tasks: account creation, password resets, access requests, distribution groups.
• Maintain asset records and update ticket/knowledge base entries with clear, reusable fixes.
• Escalate L2/L3 issues with full diagnostics and reproducible steps.

• Monitoring (Secondary)
• Microsoft Entra ID / Azure AD: health checks, sign-in risk review, conditional access monitoring, license usage.
• AWS: review CloudWatch/CloudTrail findings, log health, alarms, and cost monitoring via Cost Explorer/budgets; raise anomalies and monthly variance notes.
• Core IT Services: uptime checks for VPN, file shares, VoIP/Teams, internet links, and business apps.
• CCTV & Security: basic CCTV/NVR health checks; flag virtual/IT security threats, failed logins, and suspicious activity to SecOps/L2.

• Cost & Optimisation
• Track Azure/AWS month-to-date spend, tag gaps, idle resources, and propose savings (rightsizing, schedules, cleanup).
• Prepare a simple weekly cost snapshot with highlights/risks.

• Governance & Support to Head of IT and Sr. IT Expert
• Assist with audit logs, evidence gathering, policy rollouts, and change windows.
• Contribute to SOPs/KBs and participate in incident post-mortems.

Required Skills & Experience

• 2–4 years in IT Support / Service Desk (L1) within a Windows/O365 environment.
• Working knowledge of Microsoft 365 & Entra ID (Azure AD): user/admin basics, MFA, groups, conditional access overview.
• Exposure to AWS (CloudWatch/CloudTrail basics, Cost Explorer/budgets) and an interest in cost management.
• Familiarity with ticketing tools (Freshservice/Jira/ServiceNow) and remote support (RMM).
• Solid understanding of networking fundamentals (DNS/DHCP, LAN/Wi-Fi, VPN).
• Clear written and verbal communication; strong customer service mindset.

Nice to Have

• Intune/Endpoint Manager, basic PowerShell, and scripting for automation.
• CCTV/VMS exposure (health checks, storage status, user permission basics, staff IT violations).
• SIEM/EDR familiarity (e.g., Wazuh, Defender for Endpoint).
• Certifications: ITIL 4 Foundation, CompTIA A+ / Network+, AZ-900, AWS Cloud Practitioner.

KPIs / Success Measures

• First Response Time & Resolution within SLA (e.g., P3 ≤ 8h, P2 ≤ 4h).
• First-Contact Resolution rate and CSAT score.
• Monitoring: MTTA/MTTR for alerts, % of actionable vs. noisy alerts reduced.
• Cloud cost variance vs. budget; number of optimisation recommendations implemented.
• Knowledge base contributions/month and documentation quality.

Tools & Environment

• Microsoft 365, Entra ID (Azure AD), Intune
• AWS (CloudWatch, CloudTrail, Cost Explorer/Budgets)
• Ticketing: Freshservice/Jira/ServiceNow/Customized etc
• RMM/Remote tools; basic CCTV (NVR/VMS)
• Endpoint protection/EDR; VPN/Firewall dashboards

Compliance & Security

Adhere to internal IT/security policies and applicable standards (e.g., ISO 27001/GDPR practices), ensuring proper handling of logs, access, and data.

Job Type: Full-time

Work Location: In person