IT Support Engineer – L1/L2 End‑User & Microsoft 365 Support

About the role

We are looking for a customer‑focused IT Support Engineer to deliver L1/L2 end‑user assistance and keep daily IT operations running smoothly. The role combines desktop support, Microsoft 365 administration, basic network troubleshooting, asset management, and service‑desk activities.

Key responsibilities

• Provide L1/L2 support for desktops, laptops, printers, peripherals, OS and business applications.
• Log, categorize, prioritize, assign, update and close incidents using ManageEngine ServiceDesk Plus or a comparable ITSM tool.
• Administer Microsoft 365 accounts, licences, groups, Exchange Online, Teams, SharePoint Online, OneDrive and related services.
• Perform Windows 10/11 device configuration, patching, imaging, backup, restoration and endpoint‑security software management.
• Troubleshoot LAN, Wi‑Fi, internet and VPN connectivity using tools such as ping, ipconfig, nslookup, tracert, arp and netstat.
• Maintain accurate asset records, coordinate allocations, repairs and warranty support.
• Produce SOPs, knowledge‑base articles and regular reporting on ticket backlog and SLA performance.

Required profile

• Practical experience in an enterprise IT environment.
• Strong troubleshooting abilities for hardware, software and network issues.
• Ability to manage incidents and service requests within defined SLA targets.
• Familiarity with IT asset lifecycle and documentation processes.

Required skills

• Microsoft 365 administration (admin centre, Entra ID, Exchange Online, Teams, SharePoint, OneDrive).
• Windows 10/11 deployment, imaging, patching and endpoint‑security tools.
• Network troubleshooting (LAN, Wi‑Fi, VPN) using ping, ipconfig, nslookup, tracert, arp, netstat.
• Service‑desk platforms such as ManageEngine ServiceDesk Plus.
• Asset management and documentation best practices.