IT Support Engineer (L1) [Microsoft]

About the Role We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating systems, and basic networking. The candidate will be responsible for providing first-level technical support, resolving user issues, managing support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering excellent customer service.

Key Responsibilities End-User Support • Diagnose and resolve hardware, software, operating system, and application-related issues. • Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices. • Assist users with Microsoft Office applications and Windows operating systems. • Perform system health checks and preventive maintenance. Microsoft 365 Administration • Create, modify, and manage Microsoft 365 user accounts and licenses.

• Support Microsoft 365 services including: o Exchange Online o Microsoft Teams o OneDrive for Business o SharePoint Online (Basic) • Perform password resets and mailbox troubleshooting. • Manage shared mailboxes, distribution groups, and Microsoft 365 groups. • Support Microsoft Outlook configuration and synchronization issues. Windows Administration • Install, configure, and troubleshoot Windows 10 and Windows 11.

• Join devices to Active Directory or Microsoft Entra ID. • Configure user profiles and local security settings. • Perform operating system updates and driver installations. • Troubleshoot boot, performance, and application issues. Helpdesk & Ticket Management • Log, prioritize, and resolve incidents using ITSM/Ticketing tools. • Ensure incidents are resolved within defined SLA timelines. • Escalate unresolved issues to senior engineers when required.

• Maintain accurate troubleshooting notes and resolution details. • Create and update knowledge base articles. Hardware & Software Support • Install and configure desktop and laptop hardware. • Diagnose hardware failures and coordinate warranty replacements. • Install and update software applications. • Perform hardware upgrades such as RAM, SSD, and peripheral replacements. • Support antivirus installation and endpoint protection.

Basic Networking Support • Troubleshoot LAN, Wi-Fi, and internet connectivity issues. • Verify IP configuration, DNS, DHCP, and default gateway settings. • Configure basic TCP/IP settings. • Assist with printer and network drive connectivity. • Escalate advanced network issues to the Network Team. User Administration • Create and manage Active Directory user accounts. • Reset passwords and unlock user accounts.

• Manage user permissions and group memberships. • Assist with onboarding and offboarding activities.