Description

You will act as the first line of technical support for end-users, managing service requests and resolving common hardware and software issues.

Responsibilities

• Serve as the initial point of contact for technical issues via phone, email, and ticketing systems.
• Troubleshoot user account problems in Active Directory and Microsoft Entra ID, including password resets and group membership.
• Provide support for Microsoft 365 tools including Outlook, Teams, SharePoint, and OneDrive.
• Manage, log, and track incidents within ServiceNow to ensure timely resolution or escalation.
• Support Microsoft 365 environments through mailbox permissions, license checks, and Intune endpoint enrollment.
• Escalate complex requests such as device compliance, Conditional Access policy changes, or file migrations to L2+ engineers.

Required Skills

• 1+ years of IT Help Desk or technical support experience.
• Proficiency with Active Directory.
• Experience using ServiceNow or similar ticketing systems.
• Working knowledge of Microsoft 365 administration.
• Familiarity with Microsoft Entra ID (formerly Azure AD).
• Ability to follow documented SOPs and internal processes.
• Strong communication and customer service skills.
• Experience working collaboratively with remote teams.

Preferred Skills

• Exposure to Microsoft 365 Admin Center for license and mailbox management.
• Knowledge of Intune / Endpoint Manager regarding device compliance and enrollment.
• Basic understanding of Conditional Access, security settings, and SharePoint/Teams migrations.

Key Skills

Education

Any Graduate