Job Title : Technical Support Engineer

Experience :3+

Responsibilities :

• Serve as the first line of support for end-user technical issues via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to Office 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
• Assist with user account management in Microsoft 365 (password resets, license assignments, mailbox permissions).
• Provide basic support for network connectivity issues (Wi-Fi, VPN, DNS, IP configuration).
• Escalate complex issues to appropriate teams while maintaining ownership until resolution.
• Document incidents, solutions, and procedures in the knowledge base and ITSM Ticketing tool.
• Educate users on best practices and self-service tools.
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.

Mandatory :

• 3 years of experience in a Service Desk or IT Support role.
• Strong knowledge of Microsoft Office 365 suite and admin portal.
• Familiarity with Active Directory, Exchange Online, and Teams administration.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN)
• Experience with ticketing systems (e.g., ServiceNow, Service Desk Plus)
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment
• Microsoft certifications (e.g., MS-900, MD-102, AZ-900) are a plus.