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