IT Support Engineer Level 1

About the Role

The IT Support Engineer Level 1 provides first-line technical support to users across multiple client environments. This role focuses on resolving common workstation, account, Microsoft 365, connectivity, and application issues; documenting work accurately; and escalating more complex incidents to senior engineers.

The ideal candidate is service-oriented, organized, comfortable working in English, and eager to develop broader systems, network, and cloud skills in a managed services environment.

Key Responsibilities

Technical Support

• Provide Level 1 support for Windows computers, Microsoft 365 applications, printers, basic network connectivity, and common business applications.

• Receive, prioritize, troubleshoot, and resolve support requests through approved remote-support and ticketing tools.

• Guide users through clear troubleshooting steps while maintaining professional communication and a positive service experience.

• Escalate incidents that require advanced permissions or deeper systems, network, cloud, or security expertise.

User and Microsoft 365 Administration

• Assist with user onboarding and offboarding, password resets, account unlocks, group membership, licenses, and basic access requests.

• Support common Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint user issues.

• Perform routine Active Directory and Microsoft Entra ID tasks following documented procedures and approval requirements.

Network and Infrastructure Support

• Troubleshoot basic LAN, Wi-Fi, DNS, DHCP, VPN, and remote-access issues using established diagnostic steps.

• Monitor alerts and system-health dashboards, complete initial triage, and route infrastructure issues to the appropriate support level.

• Assist senior engineers with workstation setup, patching, software deployment, equipment inventory, and routine maintenance.

Ticketing and Documentation

• Create and maintain complete ticket notes, including the reported issue, troubleshooting performed, resolution, and next steps.

• Follow service procedures, response-time expectations, security policies, and client-specific documentation.

• Contribute reusable solutions and updates to the internal knowledge base.

Required Qualifications

• Technical degree or university studies in Computer Science, Information Technology, Systems Engineering, or a related field. Relevant certifications or equivalent hands-on experience will also be considered.

• At least one year of experience in help desk, technical support, IT operations, or a similar customer-facing technology role. Strong internship or practical lab experience may be considered for high-potential candidates.

• Advanced English communication skills, ideally B2+ or higher, with the ability to assist users and document technical work clearly.

• Working knowledge of Windows, Microsoft 365, basic Active Directory administration, computer hardware, and common troubleshooting methods.

• Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN concepts.

• Strong customer-service mindset, attention to detail, time-management skills, and willingness to learn.

Preferred Qualifications

• Exposure to Microsoft Azure or Microsoft Entra ID.

• Experience with ticketing or remote-monitoring platforms such as ConnectWise, Kaseya, ServiceNow, or comparable tools.

• Familiarity with virtualization, firewalls, managed Wi-Fi, or network equipment from any major vendor.

• Entry-level certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent training.

• Previous experience supporting clients or users in a BPO, MSP, shared-services, or international work environment.