IT Support Engineer
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Job Description
IT Support Engineer providing high quality support for remote global user base. Key role in resolving issues with Microsoft 365, Windows and IT services.
Responsibilities:
- Act as the first point of contact for all incoming IT support requests via Jira Service Management
- Log, triage, and prioritise incidents and service requests according to SLAs
- Provide remote support for end user issues related to:
- Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.)
- Windows 11 OS
- Email, Teams, and collaboration tools
- Hardware troubleshooting (laptops, peripherals, mobile devices)
- Guide users through fixes and provide clear communication on ticket progress
- Troubleshoot more complex issues related to:
- Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)
- Microsoft 365 administrative tasks (user setups, permissions, license assignments)
- Windows system troubleshooting and endpoint configuration
- Escalate issues to senior technical Colleagues, when required and collaborate on resolution
- Contribute to problem management by identifying recurring issues and proposing permanent fixes
- Ensure compliance with IT policies, security standards, and best practices
- Collaborate with IT team members to support enterprise SaaS applications and services
Requirements:
- Minimum of 5 years of experience in similar role(s)
- Experience managing M365 and Windows desktop in a remote Company
- Excellent problem-solving and analytical skills
- Strong English written, and spoken communication along with interpersonal abilities
- Experience with automation tools and scripting languages (e.g., PowerShell)
Benefits:
- Competitive salary
- Professional development opportunities
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