Job
Description
We are looking for an experienced IT Support Engineer who will be responsible for managing and maintaining our clients IT infrastructure, including Office 365 applications, Azure, cloud services, desktop systems, and servers. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for providing exceptional customer service. Responsibilities : The handling of the tickets assigned to you by your team lead. Initial problem diagnosis of the case as well as next steps Identify and discuss root cause of user technical issues. Correctly follow the processes and procedures set out for your team. Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues. Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines. Update technical support documentation when required. Configure and troubleshoot Office 365 applications, including Exchange Online, SharePoint Online, and Teams Provide desktop support to end-users, including software installation, troubleshooting hardware issues, and resolving technical problems. Administer Windows Server infrastructure, including Active Directory, Group Policy, and DNS Monitor system performance and security and implement appropriate measures to ensure the integrity and availability of IT systems. Collaborate with other IT teams to implement and support IT projects and initiatives. Document IT processes, procedures, and configurations. Requirements : Minimum of 3-8 years of experience in IT support roles, with expertise in Office 365, Azure, desktop support, and server administration Basic knowledge of On-Premises and/or Azure cloud services, including Active Directory, Hyper-V Virtual Machines, and Storage Proficiency in configuring and troubleshooting Office 365 applications, such as Exchange Online, SharePoint Online, and Teams Experience with desktop support, including Windows and macOS operating systems, hardware troubleshooting, and software installation. Familiarity with Windows Server administration, including Active Directory, Group Policy, and DNS Excellent communication and interpersonal skills Strong problem-solving abilities and attention to detail Relevant certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator Associate) preferred but not required. Working knowledge of a range of diagnostic utilities and processes Working knowledge of help desk/incident management systems Exceptional phone etiquette Exceptional English written and oral communication skills. Knowledge of customer service principles and practices Effective listening skills Exceptional customer service orientation Must be able to identify and understand issues, problems, and opportunities. Experience working in a collaborative team environment.
