IT SUPPORT ENGINEER

Role Overview

The IT Support Engineer is responsible for reliable day-to-day technology operations, providing hands-on user support and maintaining Microsoft 365, Microsoft Azure, AWS, business applications, endpoints, and internal IT infrastructure. The role resolves incidents, supports secure access, and improves the availability and efficiency of workplace technology.

Key Responsibilities

Microsoft 365 & Identity Management

• Administer and troubleshoot Exchange Online, Outlook, Teams, SharePoint Online, OneDrive and other Microsoft 365 services.
• Manage users, groups, licenses, mailboxes, shared mailboxes, distribution lists and access permissions.
• Support Microsoft Entra ID (Azure AD), SSO, MFA, Conditional Access and joiner/mover/leaver processes.
• Support Microsoft Intune device enrollment, application deployment, compliance policies and endpoint configuration.
• Investigate mail flow, authentication, collaboration and Microsoft Defender security alerts; escalate incidents as appropriate.

Azure & AWS Cloud Support

• Support day-to-day Azure resources, including virtual machines, storage, networking, monitoring, backups and subscription access.
• Assist with AWS services such as EC2, S3, IAM, VPC, CloudWatch and backup configurations within approved access levels.
• Monitor cloud service health, investigate connectivity or performance issues, and escalate complex platform incidents.
• Apply role-based access, security baselines, tagging, documentation and basic cost-awareness practices across cloud environments.

Internal Infrastructure & Endpoint Support

• Install, configure, maintain and troubleshoot Windows laptops/desktops, peripherals, printers, meeting-room equipment and mobile devices.
• Support office LAN/Wi-Fi, VPN, firewalls, DNS, DHCP, connectivity, network shares and remote-access issues in coordination with relevant teams/vendors.
• Assist with servers, virtualization, storage, backups, patching, endpoint protection and routine infrastructure health checks.
• Maintain IT asset inventory, device lifecycle records, configuration documentation and hardware/software provisioning.

Business Applications & User Support

• Provide L1/L2 technical support to employees through a ticketing system, remote sessions and assistance.
• Troubleshoot business and SaaS applications (including CRM, ERP, HR or collaboration tools), integrations, permissions and login issues.
• Support application installation, updates, basic configuration, user onboarding and vendor escalations.
• Guide users on secure and effective use of applications, collaboration tools and workplace technology.

IT Operations, Security & Continuous Improvement

• Prioritize and resolve service requests and incidents against agreed response and resolution targets; communicate status clearly.
• Perform initial incident triage, root-cause analysis and problem tracking; document fixes and build knowledge-base articles.
• Follow access-control, backup, data-protection and incident-response procedures, including timely security escalation.
• Participate in migrations, rollouts, system changes, disaster-recovery checks and other internal IT projects.
• Coordinate with service providers and cross-functional teams to reduce repeated incidents and improve service quality.

Required Skills & Experience

• Hands-on IT help desk / desktop support experience, with practical troubleshooting of Windows, Microsoft 365 and cloud services.
• Working knowledge of Microsoft Entra ID, Intune, networking fundamentals (TCP/IP, DNS, DHCP, VPN) and endpoint security.
• Familiarity with Azure and AWS administration, access management, monitoring and cloud troubleshooting.
• Experience supporting business applications, ticketing workflows, technical documentation and end-user communication.
• Strong analytical, organizational and customer-service skills; ability to handle multiple priorities and escalate appropriately.