System Administrator / Engineer

Responsibility Provide L1 and L2 support for end-user IT incidents and requests via phone & remotely. Troubleshot issues related to: Microsoft 365 (Office 365) – Outlook, Teams, SharePoint, OneDrive,Exchange Online, licensing, and MFA. Windows OS (Windows 10/11) – installation, configuration, patching, and performance tuning. Hardware – laptops, desktops, docking stations, printers, and peripherals. Networking – VPN, IP addressing, Wi-Fi connectivity, and LAN troubleshooting. Perform password resets, account unlocks Ensure compliance with security policies properly Log and manage all support tickets in the ITSM system. Troubleshoot and resolve issues within SLA, escalating to higher levels when required. Update users on ticket status and ensure timely closure with proper documentation. Requirements Strong knowledge of Office 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online). Proficiency in Windows OS support (Windows 10 & 11). Hands-on experience with Active Directory (user/group administration). Strong understanding of network basics– TCP/IP, DHCP, DNS, VPN, Wi-Fi troubleshooting. Familiarity with ticketing/ITSM tools Ability to communicate technical issues clearly to non-technical users. Strong problem-solving, multitasking, and analytical skills. Ability to work independently and proactively resolve most issues without escalation.