ICT Support Engineer
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Job Description
ICT Support Engineer providing technical support for Microsoft technologies in a fully remote capacity. Responsible for troubleshooting and resolving various technical issues and managing client inquiries.
Responsibilities:
- Take full ownership of technical support cases and work with clients from initiation through resolution.
- Respond promptly to client inquiries, providing effective technical assistance and ongoing support.
- Troubleshoot and resolve issues across Microsoft Azure services, including:
- Entra ID user, group, role, and access management
- MFA, Conditional Access, and sign-in troubleshooting
- Password resets, account lockouts, and access recovery
- Azure Virtual Network basics: subnets, NSGs, VPN basics, routing issues
- Azure Storage: access, permissions, connectivity, shared access (SAS) issues
- Backup and recovery: Azure Backup, recovery troubleshooting
- DNS and domain support
- Security and compliance basics: Secure Score checks and security recommendations
- Ticket escalation coordination with internal engineers
- Diagnose and resolve computer and telephony issues, delivering remote support and coordinating on-site support in New Zealand when required. This includes desktops, laptops, mobile devices, printers, scanners, and other ICT equipment.
- Troubleshoot and resolve website-related issues, including technical errors, content loading problems, and DNS changes.
- Support and manage Microsoft SharePoint, including:
- Team Site and Document Library setup
- Permissions management
- Layout and configuration changes
- Assist users with software-related queries across their ICT environments.
- Set up and configure new users, accounts, and equipment.
- Carry out proactive system updates, maintenance, and security checks.
- Manage assigned projects and program components to deliver services in line with established objectives.
- Maintain accurate documentation, including XP’s knowledge base and client-specific records.
Requirements:
- Degree in Information Technology or an equivalent qualification
- Azure Fundamentals (AZ-900) – required
- Microsoft 365 Fundamentals (MS-900) – required
- Azure Administrator Associate (AZ-104) – desirable
- Microsoft 365 Administrator Expert (MS-102) – desirable
- Advanced working knowledge of Microsoft technologies, particularly Azure
- Experience with Microsoft Dynamics CRM or solution implementations is an added advantage
- Strong expertise in Windows Operating Systems, Microsoft Office, and commonly used end-user software
- Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders
- Strong analytical and critical-thinking skills to identify, resolve, and prevent technical issues
- Outstanding time-management and task-prioritisation abilities
- Strong organisational skills with the ability to multitask in a small, global business environment
Benefits:
- Fully remote work opportunity
- A fast-paced environment, varied work and supportive teammates
- Microsoft certification training and continuous investment in your professional development
- A fun, inclusive, and supportive work culture where everyone feels valued and part of the family
- The opportunity to use your skills to help not-for-profit and charitable organisations achieve their technology goals and make a real difference
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