Microsoft L1 Support Engineer

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