Job Title: Technical Support Engineer – SDE
Job Purpose: Helpdesk End User Support
Qualification: Graduate
Experience: 0-3 Years
Responsibilities:
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Serve as the first line of support for end-user technical issues via phone, email, or ticketing system.
- Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
- Assist with user account management in Microsoft 365 (password resets, license assignments, mailbox permissions).
- Provide basic support for network connectivity issues (Wi-Fi, VPN, DNS, IP configuration).
- Escalate complex issues to appropriate teams while maintaining ownership until resolution.
- Document incidents, solutions, and procedures in the knowledge base and ITSM Ticketing tool.
- Educate users on best practices and self-service tools.
- Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.
Mandatory:
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3 years of experience in a Service Desk or IT Support role.
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Strong knowledge of Microsoft Office 365 suite and admin portal.
- Familiarity with Active Directory, Exchange Online, and Teams administration.
- Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN).
- Experience with ticketing systems (e.g., ServiceNow, Service Desk Plus)
- Excellent communication and interpersonal skills.
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Ability to multitask and prioritize in a fast-paced environment.
