
L1 Microsoft Support Engineer
3 days ago
We are seeking a motivated and customer-focused L1 Microsoft Support Engineer to join our IT support team. The role involves providing first-line technical assistance to end users, troubleshooting Microsoft-related applications, systems, and services, and escalating issues when necessary. This position is ideal for someone who is passionate about technology, enjoys problem-solving, and is eager to grow in the IT support field.
Key Responsibilities· Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
· Provide Level 1 support for Microsoft products and services, including: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.), Windows operating systems (Windows 10/11), and basic Active Directory tasks (password resets, account unlocks, group membership updates).
· Diagnose and resolve common hardware, software, and network issues.
· Document all support requests, solutions, and escalation details in the ticketing system.
· Escalate complex or unresolved issues to L2/L3 teams or vendor support as required.
· Follow standard operating procedures (SOPs) and adhere to SLAs.
· Assist in setting up and configuring laptops, desktops, and mobile devices for end users.
· Maintain excellent communication with users, providing timely updates and ensuring customer satisfaction.
RequirementsEducation & Experience
· Diploma/degree in Computer Science, Information Technology, or related field (or equivalent experience).
· –2 years of experience in IT support/helpdesk role preferred (internship or entry-level experience also considered).
Technical Skills· Basic knowledge of Microsoft 365 suite (Exchange, Teams, OneDrive, SharePoint).
· Familiarity with Windows desktop operating systems (Windows 10/11).
· Basic understanding of networking concepts (IP, DNS, DHCP).
· Exposure to Active Directory administration is a plus.
· Familiarity with remote support tools and ticketing systems.
Soft Skills· Strong communication and interpersonal skills.
· Ability to work independently and in a team environment.
· Customer-oriented mindset with problem-solving abilities.
· Eagerness to learn and grow in Microsoft technologies.
What We Offer· Opportunity to build a career in IT support with exposure to Microsoft technologies.
· Training and certification support for Microsoft fundamentals.
· A collaborative and supportive work environment.
· Competitive salary and benefits package.
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