Technical Support Engineer - Ticketing System

About the Role :

- Provide Level 1/2 remote helpdesk support for Microsoft 365 and related technologies.

- Manage licensing, user setup, and account management.

- Perform proactive server/network maintenance and documentation.

- Log, track, and resolve service desk tickets within SLAs.

- Escalate complex issues to senior engineers when required.

- Troubleshoot printers, VOIP solutions (3CX/Teams Voice), and end-user systems.

- Contribute to internal documentation, SOPs, and knowledge base.

About You :

- Reliable, approachable, and customer-focused with excellent people skills.

- Strong verbal and written communication abilities.

- Self-starter, able to manage time independently.

- Eager to learn and progress within IT support and infrastructure.

Skills & Experience :

- 45 years of IT support/helpdesk experience (minimum 1 year in Microsoft 365 support).

- Strong working knowledge of Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive, Intune, Azure).

- Proficiency with Windows 10/11, Windows Server, and MacOS.

- Hands-on with Active Directory, DNS, DHCP, and Virtualisation technologies.

- Familiar with networking (wireless, firewalls, switches).

- Service desk ticketing systems experience.

- Exposure to VOIP (3CX, Teams Voice) troubleshooting.

- Experience maintaining documentation and standard IT processes.

Certifications (Preferred) :

- Microsoft MS-900 (or currently pursuing).

- Additional Microsoft or networking certifications are a plus.

Why Join Us?

- Work in a client-facing, high-impact role supporting multiple SMEs.

- Gain deep expertise in Microsoft 365, networking, and IT infrastructure.

- Supportive environment with growth and certification opportunities.

- Collaborative team with a focus on learning and career progression