L1 and L2 IT Support Engineer

Key Responsibilities / DutiesDeliver Level 1 and Level 2 technical support for end-users via phone chat and remote tools on Desktops Laptops.Provide administration and troubleshooting support for Microsoft 365 applications (Exchange Online Teams SharePoint OneDrive etc.). Knowledge on Microsoft Tenants and domain. Manage Azure Active Directory tasks such as user provisioning access controls and group management.Diagnose and resolve hardware software and basic networking issues including connectivity VPN DNS DHCP IP Addresses and VOIP solutions. Monitor and manage tickets through ITIL-compliant ticketing systems such as ServiceNow Jira or ManageEngine.Log track and document support incidents and service requests ensuring timely resolution and SLA compliance.Collaborate with higher-level support teams and third-party vendors for issue escalation and resolution.Assist in user onboarding/offboarding including account setup system configuration setup and permissions.Maintain and update internal knowledge base documentation.Ensure compliance with company IT security standards and policies Manage IT Assets Tagging Labelling and amp; Asset Inventory Participate in periodic system maintenance patching and updates as required.
Required Skills and amp; ExperienceMinimum 6 years of experience in IT support (L1/L2) within a call centre or service desk environment.Strong working knowledge of:Microsoft 365 administration and troubleshootingAzure Active Directory managementBasic networking concepts (DNS DHCP TCP/IP VPNs)Firewall fundamentals and endpoint security practicesProficiency with ticketing systems (ServiceNow Jira Remedy ManageEngine) and CRM tools (Salesforce Dynamics 365 or similar).Good understanding of ITIL processes (Incident Request Problem and Change Management).Excellent verbal and written communication skills with a focus on customer satisfaction.Strong troubleshooting documentation and time management abilities.

Key Skills

Engineering Support,Law Enforcement,ABB,Information Security,Adobe Dreamweaver,Data Analysis
Employment Type : Full Time
Experience: years
Vacancy: 1