About the Role

We are hiring L1/L2 IT Support Engineers to support our US-based customers as part of our Managed IT Services team. The role focuses on day-to-day user support, identity and device management, and Microsoft cloud ecosystem operations. You must be comfortable delivering remote support within a modern, cloud-first IT environment.

 Key Responsibilities

• Handle user onboarding/offboarding in Entra ID and Microsoft 365.
• Manage login issues, MFA enrolment, and authentication troubleshooting.
• Support devices through Intune, including policies, compliance, and app deployments.
• Troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint).
• Resolve L1/L2 tickets: desktops/laptops, OS issues, VPN, peripherals, and connectivity problems.
• Provide timely updates and maintain accurate documentation.
• Collaborate with L3 teams for escalations.
• Adhere to ITSM processes (incident, request, change management).

 Required Skills & Qualifications  

 Microsoft Cloud & Identity

• Hands-on experience with Microsoft Entra ID
  (user lifecycle, password resets, Conditional Access, MFA, authentication methods, group/RBAC basics)
• Understanding of Entra External ID and guest/external user authentication issues 

Endpoint & Device Management 

• Strong expertise in Microsoft Intune
  (Windows/Mac enrolment, configuration/compliance profiles, app deployments, remote troubleshooting)
• Windows 10/11 endpoint support (OS troubleshooting, drivers, application errors, peripherals)

Microsoft 365 Applications

• License assignment, mailbox creation, and Exchange Online basics
• Troubleshooting Teams, SharePoint, OneDrive, and the Microsoft 365 app ecosystem

Networking, VPN & Security

• Basic understanding of DNS, DHCP, IP configuration, Wi-Fi troubleshooting
• VPN support for tools like AnyConnect, GlobalProtect, FortiClient
• Awareness of antivirus/EDR platforms (Defender, CrowdStrike, etc.)

Preferred Skills

• Basic PowerShell scripting for user/device tasks
• L1 exposure to Microsoft Dynamics 365
• Familiarity with ITSM tools (ServiceNow, Freshservice, Jira SM)
• Knowledge of common SaaS tools (Zoom, Slack, Dropbox, Salesforce)
• Basic understanding of Azure/AWS cloud concepts 

Soft Skills

• Excellent communication skills (comfortable supporting US customers)
• Strong analytical and problem-solving mindset
• Ability to work independently during US shifts

Qualifications

• Bachelor’s degree in IT/Computer Science (preferred)
• Relevant Microsoft certifications (MD-102, MS-102, SC-300) are a plus

Equal Opportunity Statement

• We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life. 

Security & Confidentiality Statement 

• This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.