IT Support Engineer - job 1 of 2
The IT Support Engineer handles complex IT issues, works with infrastructure and applications across public cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP),Microsoft 365 services, endpoint management, and system-level troubleshooting.
· Provide advanced support for desktops, laptops, peripherals, and OS (Windows/macOS)
· Administer and troubleshoot Microsoft 365, Exchange, SharePoint, and Teams
· Working knowledge of at least one cloud platform: AWS, Azure, or GCP
· Manage security groups, distribution lists, and access permissions
· Manage Intune for device policies, compliance, and software deployment
· Handle identity and access management via Azure AD (MFA, group policies)
· Respond to and resolve basic user support requests via ticketing system, phone, or email
· Troubleshoot and resolve issues related to MS Office, printers, and basic network connectivity
· Perform initial triage of incidents and escalate where necessary
· Assist with user onboarding/offboarding, including account creation and equipment setup
· Monitor IT systems and report abnormalities or outages
· Coordinate with vendors for IT procurements and support escalations
· Perform hardware diagnostics and replacements
· Monitor and maintain IT systems including security (Defender for Endpoint/Kaseya-Bitdefender)
· Ensure IT asset inventory is accurate and updated
· Work within ITSM system to manage incident queues and escalate to L3 when necessary
· 4+ years of experience in IT support with L2 responsibilities
· Hands-on experience with Microsoft 365, Intune, Azure AD, and endpoint security tools
· Strong troubleshooting skills for Windows and macOS systems
· Understanding of ITSM/ticketing systems such as ManageEngine, Jira
· Good documentation and communication skills
· Certifications like Microsoft 365 Fundamentals or ITIL are a plus
- Willingness to work in the US / Canada time zones.
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