As an experienced L1 Support Engineer, you will be the first point of contact for technical support, ensuring the smooth operation of IT systems and services.

You will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with L2 and L3 teams for escalations.

You will also leverage AI-powered copilots and automation tools to enhance support efficiency and client satisfaction.

Key Responsibilities :

Ticket Management & Client Support :

- Respond to and resolve client tickets using ConnectWise RMM and other support platforms.

- Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.

- Escalate unresolved or complex issues to L2/L3 teams with detailed context and logs.

User Support & Lifecycle Management :

- Assist with onboarding and offboarding processes, including user account setup and deactivation.

- Provide basic support for Microsoft 365 and Google Workspace environments.

Microsoft Azure & Entra ID Support :

Perform basic Azure tasks such as :

- Managing virtual machines

- Monitoring storage accounts

- Supporting Azure Virtual Desktop (AVD) sessions

- Assisting with user access and permissions in Microsoft Entra ID

Microsoft 365 Support :

- Perform basic tasks such as :

- Managing users and groups

- Provisioning of shared mailbox, distribution list

- Mail flow rules

Windows OS & Desktop Support :

- Troubleshoot Windows login issues, profile corruption, and performance problems.

- Install and update patches, manage local user accounts, and map network drives.

Network & Connectivity Troubleshooting :

- Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.

- Monitor network alerts and escalate critical issues to L2 / L3 engineers.

Infrastructure & System Monitoring :

- Monitor infrastructure health using 24x7 and escalate critical alerts.

- Perform routine maintenance and basic troubleshooting for :

- Printers, email, and VoIP systems (e., 8x8, Nextiva)

- Antivirus and EDR platforms (e., SentinelOne, CrowdStrike Falcon)

- Backup systems (e., Datto for M365/Google Workspace, MSP360 for servers/desktops)

- Web hosting platforms (e., Kinsta)

Security & Awareness Support :

- Support email security configurations and spam filtering using Proofpoint.

- Assist in phishing simulations and security awareness training using KnowBe4.

- Provide basic support for VMware environments :

- Monitor virtual machines and report performance issues.

- Escalate complex virtualization problems to higher-tier teams.

Tools and Platform Awareness :

- Cloud Platforms : Microsoft Azure, AWS (preferred).

- Productivity Suites : Microsoft 365, Google Workspace

- OS & Virtualization : Windows Server, Linux (preferred), VMware/Hyper-V.

- Storage : SAN, NAS.

- Networking : Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.

- Email Security : Proofpoint.

- EDR : Sentinelone / CrowdStrike.

- Automation & AI : PowerShell, AI copilots, Power Automate.

- Backup & DR : Datto, MSP360, Veeam.

- Monitoring & Management : ConnectWise RMM, Site24x7

- Ticketing Tool : ConnectWise PSA

- Web Hosting : Kinsta

- Phishing Simulation & Training : KnowBe4

- VOIP : 8x8, Nextiva