Role Overview
We are seeking a customer-focused IT Support Engineer to provide L1/L2 support and
contribute to reliable day-to-day IT operations. The role covers end-user support,
Microsoft 365 administration, Windows endpoint support, basic network
troubleshooting, IT asset management, user access administration and service desk
operations.
The successful candidate will have practical experience in an enterprise environment,
strong troubleshooting skills and the ability to manage incidents and service requests
within agreed service-level targets.
Key Responsibilities
End-User Support and Service Desk:
- Provide L1/L2 support for desktops, laptops, printers, peripherals, operating
systems and business applications.
- Log, categorise, prioritise, assign, update and close incidents and service
requests using ManageEngine ServiceDesk Plus or a comparable ITSM platform.
- Troubleshoot login, performance, application, email, printer, VPN and
connectivity issues using approved on-site and remote-support tools.
- Maintain clear ticket notes, resolution details and closure comments; monitor
pending and overdue requests against defined SLAs.
- Identify recurring issues, perform initial root-cause analysis and escalate
appropriately to internal teams or vendors.
Microsoft 365 and Access Administration:
- Administer Microsoft 365 user accounts, licences, groups and access through
the Microsoft 365 admin centre and Microsoft Entra ID.
- Support Exchange Online, shared mailboxes, distribution groups, forwarding and
basic mail-flow troubleshooting.
- Resolve issues involving Microsoft Teams, SharePoint Online, OneDrive and
Microsoft 365 desktop applications.
- Manage password resets, account lockouts, MFA registration and authentication
issues.
- Complete approved onboarding, role-change and offboarding activities,
including access provisioning, removal and asset recovery.
Endpoint, Network and Security Support:
- Install, configure, patch and troubleshoot Windows 10/11 devices, enterprise
applications, drivers and endpoint-security software.
- Diagnose hardware, startup, storage, memory and application issues; perform
operating-system installation, imaging, backup and restoration when required.
- Troubleshoot LAN, Wi-Fi, internet and VPN issues using standard tools such as
ping, ipconfig, nslookup, tracert, arp and netstat.
- Assist specialist teams with IP addressing, DNS, DHCP, switch-port and VLANrelated issues.
- Apply organisational security standards, support antivirus and MFA
requirements, and promptly escalate phishing, malware or suspicious activity.
Asset Management and Documentation:
- Maintain accurate records of laptops, desktops, monitors, accessories,
software, warranties, locations, ownership and assignments.
- Coordinate asset allocation, returns, repairs, replacements and warranty
support with users and vendors.
- Create and maintain SOPs, knowledge-base articles, troubleshooting guides and
operational checklists.
- Support regular reporting on ticket backlog, SLA performance, ageing requests,
asset status and IT operations.
Required Skills and Experience:
- 3–5 years of hands-on experience in IT support, helpdesk, desktop support or
systems administration within a corporate environment.
- Strong working knowledge of Windows 10/11, Microsoft 365 administration,
Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft Entra ID.
- Practical understanding of Active Directory, TCP/IP, IPv4, DNS, DHCP, LAN/WAN,
Wi-Fi, VLAN fundamentals and VPN troubleshooting.
- Experience with ManageEngine ServiceDesk Plus or a similar ITSM platform,
including SLA-based incident and request management.
- Competence in endpoint support, operating-system deployment, hardware
troubleshooting, patch management, backup and recovery, and IT asset
management.
- Strong analytical, problem-solving, written communication and customerservice skills.
- Ability to prioritise competing requests, work independently and collaborate
effectively with internal teams and external vendors.
- Willingness to work shifts or provide support outside normal business hours
when operationally required.
Qualifications:
- Bachelor’s degree or diploma in Computer Science, Information Technology,
Electronics or a related discipline.
- Relevant professional certifications are advantageous, including Microsoft 365
Certified: Endpoint Administrator Associate, Microsoft 365 Fundamentals,
Microsoft Azure Fundamentals, Cisco CCNA, ITIL Foundation, CompTIA A+ or
CompTIA Network+.
Candidate Profile:
The ideal candidate is service-oriented, organised and comfortable taking ownership of
L1/L2 incidents from initial diagnosis through resolution. They communicate clearly
with users, maintain accurate records and coordinate effectively with technical teams
and vendors to deliver a reliable, secure and positive end-user experience.
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