IT Support Engineer

We are seeking a customer-focused IT Support Engineer to provide L1/L2 support and 
contribute to reliable day-to-day IT operations. The role covers end-user support, 
Microsoft 365 administration, Windows endpoint support, basic network 
troubleshooting, IT asset management, user access administration and service desk 
operations.
The successful candidate will have practical experience in an enterprise environment, 
strong troubleshooting skills and the ability to manage incidents and service requests 
within agreed service-level targets.

Key Responsibilities

End-User Support and Service Desk:
• Provide L1/L2 support for desktops, laptops, printers, peripherals, operating 
systems and business applications.
• Log, categorise, prioritise, assign, update and close incidents and service 
requests using ManageEngine ServiceDesk Plus or a comparable ITSM platform.
• Troubleshoot login, performance, application, email, printer, VPN and 
connectivity issues using approved on-site and remote-support tools.
• Maintain clear ticket notes, resolution details and closure comments; monitor 
pending and overdue requests against defined SLAs.
• Identify recurring issues, perform initial root-cause analysis and escalate 
appropriately to internal teams or vendors.

Microsoft 365 and Access Administration:
• Administer Microsoft 365 user accounts, licences, groups and access through 
the Microsoft 365 admin centre and Microsoft Entra ID.
• Support Exchange Online, shared mailboxes, distribution groups, forwarding and 
basic mail-flow troubleshooting.
• Resolve issues involving Microsoft Teams, SharePoint Online, OneDrive and 
Microsoft 365 desktop applications.
• Manage password resets, account lockouts, MFA registration and authentication 
issues.
• Complete approved onboarding, role-change and offboarding activities, 
including access provisioning, removal and asset recovery.

Endpoint, Network and Security Support:
• Install, configure, patch and troubleshoot Windows 10/11 devices, enterprise 
applications, drivers and endpoint-security software.
• Diagnose hardware, startup, storage, memory and application issues; perform 
operating-system installation, imaging, backup and restoration when required.
• Troubleshoot LAN, Wi-Fi, internet and VPN issues using standard tools such as 
ping, ipconfig, nslookup, tracert, arp and netstat.
• Assist specialist teams with IP addressing, DNS, DHCP, switch-port and VLANrelated issues.
• Apply organisational security standards, support antivirus and MFA 
requirements, and promptly escalate phishing, malware or suspicious activity.

Asset Management and Documentation:
• Maintain accurate records of laptops, desktops, monitors, accessories, 
software, warranties, locations, ownership and assignments.
• Coordinate asset allocation, returns, repairs, replacements and warranty 
support with users and vendors.
• Create and maintain SOPs, knowledge-base articles, troubleshooting guides and 
operational checklists.
• Support regular reporting on ticket backlog, SLA performance, ageing requests, 
asset status and IT operations.

Required Skills and Experience:
• 3–5 years of hands-on experience in IT support, helpdesk, desktop support or 
systems administration within a corporate environment.
• Strong working knowledge of Windows 10/11, Microsoft 365 administration, 
Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft Entra ID.
• Practical understanding of Active Directory, TCP/IP, IPv4, DNS, DHCP, LAN/WAN, 
Wi-Fi, VLAN fundamentals and VPN troubleshooting.
• Experience with ManageEngine ServiceDesk Plus or a similar ITSM platform, 
including SLA-based incident and request management.
• Competence in endpoint support, operating-system deployment, hardware 
troubleshooting, patch management, backup and recovery, and IT asset 
management.
• Strong analytical, problem-solving, written communication and customerservice skills.
• Ability to prioritise competing requests, work independently and collaborate 
effectively with internal teams and external vendors.
• Willingness to work shifts or provide support outside normal business hours 
when operationally required.

Qualifications:
• Bachelor’s degree or diploma in Computer Science, Information Technology, 
Electronics or a related discipline.
• Relevant professional certifications are advantageous, including Microsoft 365 
Certified: Endpoint Administrator Associate, Microsoft 365 Fundamentals, 
Microsoft Azure Fundamentals, Cisco CCNA, ITIL Foundation, CompTIA A+ or 
CompTIA Network+.

Candidate Profile:
The ideal candidate is service-oriented, organised and comfortable taking ownership of 
L1/L2 incidents from initial diagnosis through resolution. They communicate clearly 
with users, maintain accurate records and coordinate effectively with technical teams
and vendors to deliver a reliable, secure and positive end-user experience.

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