HELPDESK AND COCIERGE ENGINEER

Job Summary

• Subject Matter Expert (SME) within the Service Desk team for a designated product, application, or technology domain

• Acts as the primary point of contact for first-level IT support via phone and remote tools

• Provides administration and support for Microsoft 365 (M365) environments, including user accounts, mailboxes, and M365 applications

Core Responsibilities

• Provide support, troubleshooting, and administration for Microsoft 365 ecosystems, including:

  • Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune

• Deliver First Call Resolution (FCR) technical support via phone and email

• Perform first-level troubleshooting and escalate issues to appropriate resolver groups when required

• Maintain ownership of incidents through closure with accurate documentation

• Classify, prioritize, and track incidents, ensuring timely updates and resolution

• Communicate timely and clear status updates to customers

• Manage customer expectations and escalate surge or critical issues to the Team Lead

• Liaise with second-level support teams on product issues and enhancements

• Train and support team members within area of SME focus

• Update and maintain shared knowledge repositories with changes and best practices

Project-Specific Responsibilities

• Provide M365 incident management and technical support during transition or migration projects

Essential Qualifications

• Diploma with minimum 2 years of end-user support or service desk experience

• Proficient in spoken and written English

• Strong technical skills supporting:

  • Desktops, notebooks, tablets, and smartphones

• Hands-on experience with:

  • Windows OS

  • Active Directory

  • Microsoft 365 ecosystem and applications

Preferred Attributes

• Knowledge of VPN and macOS support

• Good understanding of hardware and peripherals

• Experience supporting Wi-Fi and LAN connectivity

• Familiarity with:

  • M365 Admin Center (users, licenses, service health)

  • Teams, SharePoint, and Exchange Admin Centers

  • Entra ID (Azure AD): user management, sign-in logs (read), MFA settings

  • Intune portal: device and application management basics

Certifications

• Microsoft 365 Certified: Fundamentals (MS-900) - strongly preferred

• CompTIA A+ - preferred

Mandatory Skills

• Microsoft Windows

• CompTIA A+