Role Overview:

We are seeking a proactive IT Support Engineer to provide enterprise IT support, including user lifecycle management (Joiner, Mover, Leaver), Microsoft 365 and Active Directory administration, Identity & Access Management, endpoint support, and incident resolution. The role requires strong troubleshooting skills, a customer-first mindset, and the ability to deliver support in an SLA-driven environment.

Responsibilities:

- Manage incidents and service requests through Jira within SLAs.

- Handle user onboarding, offboarding, and account modifications (JML).

- Administer Active Directory, Microsoft 365, Okta, ADManager Plus, and enterprise SaaS applications.

- Troubleshoot Windows, macOS, Microsoft 365, Outlook, VPN, and endpoint issues.

- Provision hardware and support new employee IT setup.

- Maintain technical documentation and knowledge articles in Confluence.

- Participate in major incident support, operational escalations, and client meetings.

- Collaborate with cross-functional teams to ensure efficient IT service delivery.

- Ensure a high-quality end-user support experience while adhering to IT policies and security standards.