About The Role

JOB SUMMARY

We are looking for a reliable and customer-focused Microsoft L1 Support Engineer to provide first-line technical support for Microsoft-based platforms and end users. The role involves handling incidents, service requests, and basic troubleshooting while ensuring timely resolution and excellent user experience. The position requires participation in a rotational on-call schedule during weekends (approximately once per month).

JOB RESPONSIBILITIES

Provide Level 1 support for Microsoft technologies and end-user issues
Monitor, log, and resolve incidents and service requests through the ticketing system
Perform initial diagnosis, troubleshooting, and resolution of common technical issues
Escalate complex or unresolved issues to L2/L3 support teams with proper documentation
Support users across Microsoft platforms, ensuring minimal disruption to business operations
Participate in rotational on-call weekend support (once per month)
Follow incident, change, and service management processes and SLAs
Maintain accurate documentation of issues, resolutions, and standard procedures
Communicate clearly with users regarding issue status and resolution progress
Assist in basic system monitoring and health checks

JOB QUALIFICATIONS

2–4 years of experience in IT Support or Service Desk roles
Hands-on experience supporting Microsoft technologies, such as:
Windows OS (Windows 10/11)
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
M365 Active Directory/Exchange Admin (user account management, password resets, group policies, assign license)
Familiarity with ITSM tools (e.g., ServiceNow, Jira or similar ticketing systems)
Basic understanding of networking concepts (LAN/WAN, DNS, VPN)
Experience working in a structured support environment with SLAs
Strong communication and customer service skills
Ability to work independently and prioritize tasks effectively
Willingness to work on a rotational on-call schedule
Problem-solving mindset with attention to detail
Ability to work in a fast-paced support environment