About the Role / About the Job
The role of IT Engineer will be responsible for providing efficient and customer-focused technical support to users across the organization. The role will manage day-to-day IT support requests, troubleshoot hardware, software, network, NAS/File Server, Intune, and Microsoft 365-related issues, and ensure timely resolution in accordance with defined SLAs.
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Responsibilities
- Provide Level 1 IT support via phone, email, service desk, and in-person channels.
- Log, prioritize, track, and resolve incidents and service requests within agreed SLAs.
- Troubleshoot basic Windows, hardware, software, printer, and network connectivity issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, and Excel.
- Provide basic support for Microsoft Intune, including device enrollment, application deployment, and compliance issues.
- Assist with basic Microsoft Defender endpoint security alerts and troubleshooting, escalating security incidents when required.
- Provide basic SharePoint and OneDrive support, including access, permissions, and synchronization issues.
- Support basic Wi-Fi, VPN, LAN, and internet connectivity troubleshooting.
- Assist with user account, access, mailbox, and license requests.
- Maintain accurate IT asset inventory and support device allocation, replacement, and collection.
- Document troubleshooting steps and resolutions accurately in the ITSM/ticketing system.
- Maintain and contribute to knowledge-based documentation and FAQs.
- Escalate complex or unresolved issues to L2/L3 support teams with complete troubleshooting details.
Requirements
- 4–5 years of hands-on experience in IT service desk, desktop support, or technical support.
- Proven experience troubleshooting Windows operating systems, hardware, software, printers, and basic network connectivity issues.
- Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, Word, and Excel.
- Hands-on experience with Microsoft Intune for device enrollment, application deployment, configuration, and compliance support.
- Basic experience with Microsoft Defender, SharePoint Online, and OneDrive administration and troubleshooting.
- Experience using ITSM/ticketing systems to log, prioritize, track, and resolve incidents and service requests.
- Experience providing remote and onsite technical support, with strong troubleshooting and customer service skills.
- Experience with IT asset management, user account/access requests, and maintaining technical documentation and knowledge-based articles.
- Good understanding of basic networking concepts including LAN, Wi-Fi, VPN, DNS, and internet connectivity.
- Strong communication, stakeholder management, documentation, and problem-solving skills, with the ability to escalate complex issues to L2/L3 support teams.
- Certifications: AZ900, ITIL V4, CCNA.
- Bachelor’s degree in information technology / Computer Science.
Benefits
As an employee, you can expect:
- 24 working days as annual leave.
- Annual flight home.
- Life insurance plan.
- Medical insurance plan (with the option to upgrade at your own cost).
- Bonus scheme (in relevant departments).
