Support and Field Engineer

Job Description

About the Role

ProductLife Group is seeking a Support & Field Engineer to join its ICT team. In this role, you will provide technical support to end users, troubleshoot software and system issues, ensure SLA compliance, and deliver an excellent user experience. You will also provide onsite support when required and contribute to continuous improvement initiatives.

Key Responsibilities

Customer Support

• Respond to user requests and incidents via the ticketing system.
• Provide technical support and troubleshooting assistance.
• Deliver onsite field support and facilitate onboarding/offboarding activities.
• Investigate and resolve technical incidents while maintaining high customer satisfaction.
• Escalate complex issues when necessary and act as an escalation point for Level 1 support.
• Ensure effective communication with users throughout the incident lifecycle.

Technical Troubleshooting

• Support and administer Microsoft 365 services, including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive
  • Intune
  • Entra ID (Azure AD)
• Troubleshoot Windows devices, mobile devices, software deployment issues, and security policies.
• Resolve network, VPN, authentication, printing, and connectivity issues.
• Perform advanced troubleshooting using logs, monitoring tools, PowerShell, and vendor resources.
• Support software deployments, upgrades, migrations, and ICT projects.

Ticket Management & SLA Compliance

• Prioritize and manage incidents according to business impact.
• Maintain technical documentation, SOPs, and knowledge base articles.
• Conduct root cause analysis and recommend preventive measures.
• Monitor service performance and recommend improvements.

Continuous Improvement

• Identify automation opportunities and process enhancements.
• Participate in operational excellence initiatives.
• Analyze support trends and recommend corrective actions.
• Share technical knowledge and contribute to team training activities.

Required Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Equivalent work experience or relevant certifications will also be considered.

Experience

• 3 to 5 years of experience in:
  • IT Service Desk
  • Technical Support
  • End User Computing roles

Technical Skills

• Microsoft 365 administration and support.
• Microsoft Intune.
• Entra ID (Azure AD) and Active Directory.
• Windows 10/11 troubleshooting.
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi).
• ITSM tools such as ServiceNow, Freshservice, or similar platforms.
• PowerShell scripting knowledge is a plus.
• Experience supporting multinational organizations and remote users is advantageous.

Languages

• English: Fluent spoken and written English with strong technical communication skills. [

Key Competencies

• Strong communication and interpersonal skills.
• Customer-focused mindset.
• Problem-solving and analytical abilities.
• Results-oriented approach.
• Ability to work independently and collaboratively within a global team