Engineer - Systems Support - Managed Services (Fixed Term)

Job Description

• Provide first-level technical support to end users by responding to IT incidents, service requests, and technical queries
• Perform basic administration and troubleshooting of Windows Server 2019/2022 environments
• Support Active Directory administration, including user account creation, password resets, account unlocks, group membership, and access permissions
• Assist with DNS, DHCP, Group Policy, and basic network connectivity troubleshooting
• Support Microsoft Entra ID administration, including user account management, Multi-Factor Authentication (MFA) registration, and basic identity troubleshooting
• Provide basic Microsoft Azure support, including virtual machine monitoring, resource status checks, and service availability monitoring
• Support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft 365 Apps
• Assist with mailbox creation, email configuration, distribution groups, shared mailboxes, and basic email troubleshooting
• Support Microsoft Intune device enrolment, compliance checks, application installation, and endpoint configuration
• Assist with Microsoft Defender, endpoint protection, antivirus alerts, and basic security investigations
• Troubleshoot Windows desktops and laptops, including operating system issues, software installation, updates, and performance-related problems
• Diagnose and resolve hardware, printer, peripheral, VPN connectivity, and common network-related issues
• Execute basic PowerShell commands and predefined scripts for system administration, troubleshooting, and reporting
• Assist with VMware and Hyper-V virtual machine monitoring and basic troubleshooting
• Monitor IT infrastructure alerts, system health, backup status, and scheduled tasks, escalating issues when required
• Log, update, and manage incidents and service requests through IT Service Management (ITSM) platforms such as ServiceNow, ensuring compliance with Service Level Agreements (SLAs)
• Maintain accurate incident records, technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs)
• Follow ITIL-based incident, service request, and change management processes
• Escalate complex technical issues to L2/L3 support teams with appropriate troubleshooting details and supporting evidence
• Deliver professional customer service and ensure timely communication with end users regarding incident resolution and service requests

Person Specification

• Possess 1-2 years of experience in IT support, service desk operations, or systems administration, although fresh graduates with relevant practical knowledge may also be considered
• Demonstrate basic hands-on knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policy
• Possess a good understanding of Windows 10/11 operating systems and desktop troubleshooting
• Demonstrate basic knowledge of Microsoft Entra ID, user authentication, MFA, and access management
• Be familiar with Microsoft 365 administration and troubleshooting, particularly Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business
• Possess a basic understanding of Microsoft Azure services and cloud infrastructure
• Demonstrate knowledge of Microsoft Intune, endpoint management, device enrolment, and application deployment
• Possess a basic understanding of Microsoft Defender and endpoint security solutions
• Be familiar with PowerShell commands and basic scripting
• Demonstrate basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting
• Familiarity with virtualisation technologies such as VMware and Hyper-V will be considered an added advantage
• Be familiar with ITSM platforms such as ServiceNow and ITIL-based service delivery processes
• Demonstrate strong analytical, troubleshooting, communication, documentation, and customer service skills
• Possess the ability to work independently, manage priorities effectively, follow established procedures, and escalate issues appropriately
• Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), or Microsoft Security, Compliance, and Identity Fundamentals (SC-900) certifications will be considered added advantages