IT Support Engineer Level 1
Aviso de fuente externaen Excello
Excello seeks an IT Support Engineer Level 1 to troubleshoot user, Microsoft 365, workstation, connectivity, and application issues.
Salario
No especificado
Ubicación
Managua, Nicaragua
Tipo de empleo
Tiempo completo
Modalidad
No especificado
IT Support Engineer Level 1
Managua, Nicaragua
Descripción del empleo
About the role
The IT Support Engineer Level 1 at Excello provides first-line technical support to users across multiple client environments. The 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 requiring 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 and troubleshooting performed.
Datos clave
- Provides first-line technical support across multiple client environments.
- Supports Windows computers, Microsoft 365, printers, connectivity, and common business applications.
- The ideal candidate is service-oriented, organized, and comfortable working in English.
Preguntas frecuentes
What does the IT Support Engineer Level 1 role involve?
It provides first-line technical support across multiple client environments, resolving common workstation, account, Microsoft 365, connectivity, and application issues.
What systems and services does the role support?
The role supports Windows computers, Microsoft 365 applications, printers, basic network connectivity, and common business applications. It also performs routine Active Directory and Microsoft Entra ID tasks.
What qualities does the ideal candidate have?
The ideal candidate is service-oriented, organized, comfortable working in English, and eager to develop broader systems, network, and cloud skills.