About the Role
We are looking for a proactive and customer-focused 1st/2nd Line IT Support Engineer to join our fast growing IT team. Reporting directly to the Service Delivery Manager, you will be the first point of contact for end-users and play a crucial role in delivering exceptional IT support across the organization.
This position requires hands‑on experience with Office 365, MFA, SSO, and Active Directory user management. You will support a wide range of users and systems, helping to resolve issues efficiently while ensuring a seamless and positive user experience.
Key Responsibilities
* Provide high-quality 1st and 2nd line support to internal users via ticketing system, email, and phone.
* Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, SharePoint, OneDrive).
* Manage user accounts and permissions in Active Directory and Azure AD.
* Support users with Multi‑Factor Authentication (MFA) and Single Sign‑On (SSO) setups and issues.
* Handle device setup, configuration, and basic troubleshooting (laptops, desktops, mobile devices).
* Escalate complex incidents to 3rd‑line support or relevant teams when needed.
* Maintain accurate documentation of tickets, solutions, and common procedures.
* Contribute to knowledge base and self‑help documentation for users.
* Assist with onboarding and off‑boarding of users, ensuring smooth IT access and security compliance.
Skills & Qualifications
* Previous experience in a 1st/2nd line IT support role.
* Strong working knowledge of Microsoft 365 (O365) suite and related admin portals.
* Experience managing Active Directory user accounts and group policies.
* Familiarity with MFA, SSO, and identity management concepts.
* Excellent communication and interpersonal skills.
* Strong problem‑solving mindset and attention to detail.
* Ability to work effectively under pressure and manage multiple support tickets simultaneously.
* A passion for delivering excellent user experience and service.
Nice to Have
* Experience with ITSM/ticketing tools (e.g., ServiceNow, Service Desk Plus, Freshservice).
* Basic knowledge of Intune, Windows Server, or networking.
* IT certifications (e.g., Microsoft 365 Fundamentals, CompTIA A+/Network+).
What We Offer
* Competitive salary
* Opportunities for career progression and technical training
* Supportive team culture with a focus on service excellence
* Flexible working arrangements
* Modern tech stack and tools
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