Technical Support Engineer - Service Desk

Job Title: Technical Support Engineer - Service Desk

Job Purpose: The Service Desk L1 Engineer is responsible for providing first‑line technical support to end users, focusing on day‑to‑day troubleshooting and basic administration across Office 365, Microsoft Teams, Exchange Online, Active Directory, and shared drive access. The role ensures quick resolution of common issues, accurate ticket logging, and timely escalation to L2/L3 where required. This position delivers excellent customer service and supports smooth IT operations across the organization.

Qualification: Graduation

Certification:

• Microsoft certifications (MS-900, MS-700, AZ‑104, or equivalent).

• Experience with Azure AD, Intune, or hybrid Exchange environments.

Experience: 3-5 Years

Responsibilities:

End‑User Support

• Serve as the first point of contact for IT-related issues via phone, email, or service desk portal.

• Diagnose and resolve basic technical incidents related to Office 365 applications, Teams, Outlook, Exchange Online, and user access.

Office 365 & Collaboration Support

• Provide Level 1 troubleshooting for Microsoft Teams (sign‑in issues, meeting problems, chat access, user configuration).

• Support Exchange Online issues such as mailbox access, shared mailbox connections, Outlook configuration, and email delivery basics.

• Assist users with Office 365 application issues (Word, Excel, PowerPoint, OneDrive).

Identity & Access Management

• Perform Active Directory user account creation, password resets, unlocking, and basic group membership updates.

• Handle Azure AD sign‑in troubleshooting (basic level).

Shared Drive & File Access

• Assist with shared drive access requests, folder permission checks, and mapping issues.

• Validate user permissions based on predefined security groups.

Ticketing & Escalation

• Log all incidents and service requests accurately in the ticketing system.

• Follow standard troubleshooting steps and escalate to L2 when issues exceed L1 scope.

• Maintain SLA compliance and provide timely communication to users.

General IT Support

• Support basic hardware and software installation tasks.

• Provide guidance for common desktop issues (printers, network connectivity, profile issues).

• Document solutions in the knowledge base for future reference.

Mandatory:

• Hands-on expertise in:  

• Office 365 administration

• Microsoft Teams (policies, troubleshooting, configuration)

• Shared Drives / NTFS & permission management

• Exchange Online / Outlook troubleshooting  

• Active Directory user management

• Strong understanding of ITIL-based processes (Incident, Problem, Change).

• Ability to analyze logs, interpret error codes, and identify root causes.

• Excellent communication and customer service skills.

• Active Directory (GPOs, OU management, identity troubleshooting)

• Exchange Online (mail flow, mailbox management, hybrid knowledge a plus)

• Bachelor’s degree in computer science, Information Technology, or related field.

• At least 3+ years of experience in support operations

• Strong analytical mindset and attention to detail.

• Ability to prioritize under pressure and respond within SLA timelines.

• Proactive, accountable, and a team player.

‍