Level1/2 Help Support Engineer

As a Level 1/2 Helpdesk Engineer, you will be the first point of contact for our clients, providing critical technical support and ensuring their IT systems run smoothly. Your responsibilities will include:

Providing exceptional Level 1/2 technical support via phone, email, and remote tools for a wide range of IT issues.

Troubleshooting and resolving incidents related to Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive), Windows operating systems, desktop applications, and network connectivity.

Assisting with user account management (creation, modification, termination) in Active Directory and Microsoft 365.

Configuring and deploying new hardware and software for end-users.

Performing basic network troubleshooting (DNS, DHCP, Wi-Fi connectivity).

Assisting with cloud-related issues for platforms like Azure or AWS (basic user access, resource monitoring).

Responding to and escalating cyber security alerts as required, following established protocols.

Documenting all support interactions and resolutions accurately in our ticketing system.

Collaborating effectively with Level 3 engineers and other team members on complex issues.

Contributing to the continuous improvement of our support processes and knowledge base.

Participating in on-call rotations as required (if applicable, mention frequency).