IT Support Engineer

Role Overview We are seeking a customer-focused IT Support Engineer to provide L1/L2 support and contribute to reliable day-to-day IT operations.

The role covers end-user support, Microsoft 365 administration, Windows endpoint support, basic network troubleshooting, IT asset management, user access administration and service desk operations.

The successful candidate will have practical experience in an enterprise environment, strong troubleshooting skills and the ability to manage incidents and service requests within agreed service-level targets.

• Provide L1/L2 support for desktops, laptops, printers, peripherals, operating systems and business applications.
• Log, categorise, prioritise, assign, update and close incidents and service requests using ManageEngine ServiceDesk Plus or a comparable ITSM platform.
• Troubleshoot login, performance, application, email, printer, VPN and connectivity issues using approved on-site and remote-support tools.
• Maintain clear ticket notes, resolution details and closure comments; monitor pending and overdue requests against defined SLAs.
• Identify recurring issues, perform initial root-cause analysis and escalate appropriately to internal teams or vendors. Microsoft 365 and Access Administration:
• Administer Microsoft 365 user accounts, licences, groups and access through the Microsoft 365 admin centre and Microsoft Entra ID.
• Support Exchange Online, shared mailboxes, distribution groups, forwarding and basic mail-flow troubleshooting.
• Resolve issues involving Microsoft Teams, SharePoint Online, OneDrive and Microsoft 365 desktop applications.
• Manage password resets, account lockouts, MFA registration and authentication issues.
• Complete approved onboarding, role-change and offboarding activities, including access provisioning, removal and asset recovery. Endpoint, Network and Security Support:
• Install, configure, patch and troubleshoot Windows 10/11 devices, enterprise applications, drivers and endpoint-security software.
• Diagnose hardware, startup, storage, memory and application issues; perform operating-system installation, imaging, backup and restoration when required.