IT Support Engineer (L1/L2)

Job Title: IT Support Engineer (L1/L2) / End User Computing (EUC) Engineer

Role Overview

Key Responsibilities

End User Support

• Provide L1/L2 support for Windows and macOS desktops, laptops, and peripheral devices.
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Support onboarding and offboarding activities, including device provisioning and user setup.
• Handle service requests and incidents through ticketing systems while meeting SLA requirements.

Microsoft 365 & Collaboration Tools

• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office Suite.
• Troubleshoot email, calendar, mailbox, and collaboration-related issues.
• Support VPN connectivity, remote access solutions, and remote workforce environments.

Identity & Access Management

• Create, modify, disable, and manage user accounts in Active Directory.
• Manage password resets, group memberships, distribution lists, and access permissions.
• Support user authentication and access-related troubleshooting.

Infrastructure Monitoring & Maintenance

• Monitor system health, backups, antivirus status, and patch management activities.
• Perform routine maintenance of Windows and macOS systems.
• Ensure endpoint security compliance and software updates are applied regularly.

Virtualization Support

• Provide basic support for VMware and Hyper-V environments.
• Assist in troubleshooting virtual machine-related issues and resource allocation concerns.

Network Troubleshooting

• Troubleshoot LAN, WAN, DNS, DHCP, VPN, firewall, and Wi-Fi connectivity issues.
• Diagnose network performance problems and coordinate with infrastructure teams for resolution.
• Support office network devices, printers, and communication systems.

Documentation & Process Improvement

• Maintain accurate documentation of incidents, resolutions, and IT procedures.
• Contribute to knowledge base articles and standard operating procedures.
• Identify recurring issues and recommend preventive measures.

Required Skills & Qualifications

• 3–6 years of experience in IT Support, Desktop Support, Service Desk, or EUC Support roles.
• Strong hands-on experience with Windows 10/11 and macOS support.
• Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Good understanding of Active Directory administration and user lifecycle management.
• Experience with VPN, remote access tools, and endpoint management.
• Knowledge of networking concepts including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and firewall troubleshooting.
• Experience monitoring backups, antivirus solutions, and patch management processes.
• Basic exposure to VMware and/or Hyper-V virtualization platforms.
• Strong troubleshooting, analytical, and customer service skills.
• Excellent verbal and written communication skills.

Preferred Skills

• Exposure to Microsoft Intune, SCCM, JAMF, or other endpoint management tools.
• Knowledge of ITIL processes and ticketing tools such as ServiceNow, Jira, Freshservice, or Zendesk.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or ITIL Foundation are a plus.

Key Skills