Technical Support Engineer – SDE

Job Title: Technical Support Engineer – SDE

Job Purpose: Helpdesk End User Support

Qualification: Graduate

Experience: 0-3 Years

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.