Responsibilities
- Handle enrollment of users and endpoints into Microsoft 365 (M365) and Intune for account and device management
- Provide desktop support services to end users
- Receive, prioritize, document, and resolve end-user help requests
- Escalate incidents as required to meet SLA expectations
- Perform system imaging and re-imaging activities
- Conduct asset inventory management
- Escalate technical issues to third-party vendors or appropriate resolver groups
- Maintain accurate and up-to-date incident records
- Create and update work instructions when required
- Document standards and procedures
- Provide support for Microsoft 365 (M365) applications, including Teams, OneDrive, Outlook, and SharePoint
Essential Qualifications
- ITE or Diploma with a minimum of 1-3 years of desktop support or IT-related experience
- Experience supporting Microsoft Windows 10 and Microsoft Office 365
- Basic skills in Active Directory, OneDrive, servers, networking, storage, and cloud technologies
- Clear spoken and written English
Preferred Attributes
- Prior IT helpdesk or call center support experience, including remote support
- Knowledge of supporting workstations and related components
- Strong verbal and written communication skills
- Good coordination and prioritization abilities
- Ability to work with urgency and communicate effectively within a team
- Ability to mentor and train junior engineers
- Capability to manage small projects such as OS upgrades and software implementations
Professional and/or Technical Certifications
- CompTIA A+
- CompTIA Security+
- CompTIA Network+
- Microsoft Certified: Windows Client
- Microsoft Certified: Managing Modern Desktops
