IT Support Engineer Level 1

IT Support Engineer Level 1

About the Role

The IT Support Engineer Level 1 provides first-line technical support to users across multiple client environments. This role focuses on resolving common workstation, account, Microsoft 365, connectivity, and application issues; documenting work accurately; and escalating more complex incidents to senior engineers. The ideal candidate is service-oriented, organized, comfortable working in English, and eager to develop broader systems, network, and cloud skills in a managed services environment.

Responsibilities

Technical Support Provide Level 1 support for Windows computers, Microsoft 365 applications, printers, basic network connectivity, and common business applications.Receive, prioritize, troubleshoot, and resolve support requests through approved remote-support and ticketing tools.Guide users through clear troubleshooting steps while maintaining professional communication and a positive service experience.Escalate incidents that require advanced permissions or deeper systems, network, cloud, or security expertise.User and Microsoft 365 Administration Assist with user onboarding and offboarding, password resets, account unlocks, group membership, licenses, and basic access requests.Support common Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint user issues.Perform routine Active Directory and Microsoft Entra ID tasks following documented procedures and approval requirements.Network and Infrastructure Support Troubleshoot basic LAN, Wi-Fi, DNS, DHCP, VPN, and remote-access issues using established diagnostic steps.Monitor alerts and system-health dashboards, complete initial triage, and route infrastructure issues to the appropriate support level.Assist senior engineers with workstation setup, patching, software deployment, equipment inventory, and routine maintenance.Ticketing and Documentation Create and maintain complete ticket notes, including the reported issue, troubleshooting performed, resolution, and next steps.Follow service procedures, response-time expectations, security policies, and client-specific documentation.Contribute reusable solutions and updates to the internal knowledge base.

Qualifications

Technical degree or university studies in Computer Science, Information Technology, Systems Engineering, or a related field. Relevant certifications or equivalent hands-on experience will also be considered.At least one year of experience in help desk, technical support, IT operations, or a similar customer-facing technology role. Strong internship or practical lab experience may be considered for high-potential candidates.Advanced English communication skills, ideally B2+ or higher, with the ability to assist users and document technical work clearly.Working knowledge of Windows, Microsoft 365, basic Active Directory administration, computer hardware, and common troubleshooting methods.Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN concepts.Strong customer-service mindset, attention to detail, time-management skills, and willingness to learn.

Preferred Skills

Exposure to Microsoft Azure or Microsoft Entra ID.Experience with ticketing or remote-monitoring platforms such as ConnectWise, Kaseya, ServiceNow, or comparable tools.Familiarity with virtualization, firewalls, managed Wi-Fi, or network equipment from any major vendor.Entry-level certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent training.Previous experience supporting clients or users in a BPO, MSP, shared-services, or international work environment