Support Engineer

Job Description:
Our company is looking for a Support Desk Engineer who can provide technical assistance and problem-solving for our customers who use Microsoft technologies, such as Azure/Microsoft Entra ID, SharePoint, Endpoint Manager, Microsoft Defender, and M365. The ideal candidate will have 2-3 years of IT support experience, preferably in a Microsoft environment, and a desire to learn new skills and grow within a dynamic company. This role involves collaborating with our technical team, Solutions Architects, Delivery team, and other stakeholders to ensure the customer issues and queries are resolved. Will be an integral member of the core Solutions team and will have opportunities to work on developing customer solutions and customer facing opportunities.

Key Responsibilities:
• Provide first and second level support for customers using Microsoft technologies, such as Azure/Entra ID, SharePoint, Endpoint Manager, Microsoft Defender, and M365.
• Diagnose and troubleshoot technical issues, using remote access tools, ticketing systems, and knowledge bases.
• Communicate effectively with customers, technical team, Solutions Architects, Delivery lead and team, and other stakeholders, providing timely updates, feedback, and solutions.
• Ensure customer satisfaction and service level agreements are met throughout the support process.
• Escalate complex or unresolved issues to the appropriate level of support or management. • Document and update customer records, tickets, and solutions in the support system. • Apply technical knowledge and best practices to ensure the optimal performance and security of Microsoft solutions.
• Collaborate with the leadership team and other Support Desk Engineers to share lessons learned, best practices, and improve support processes.
• Keep up to date with the latest Microsoft technologies, products, and certifications.

Qualifications:
• 2-3 years of experience in IT support, preferably in a Microsoft environment.
• Proficient in Microsoft technologies, such as Azure/Entra ID, SharePoint, M365, Endpoint Manager, and Defender.
• Strong communication, collaboration, and problem-solving skills.
• Ability to work independently and as part of a team.
• Customer-oriented and service-minded.
• Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Security Administrator Associate) are highly desirable.