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  Troubleshoot and resolve escalated issues related to hardware, software, networking, and cloud services.
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  Perform root cause analysis and implement long-term solutions.
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  Support and maintain user accounts, permissions, and group policies in Active Directory and Microsoft 365.
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  Assist with server, network, and security-related tasks under guidance from senior engineers.

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  Work closely with Level 1 engineers to provide guidance and mentoring.
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  Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.
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  Collaborate with project teams during rollouts, migrations, and upgrades.

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  Contribute to the development and maintenance of the internal knowledge base.
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  Document troubleshooting steps, solutions, and standard operating procedures.
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  Identify recurring issues and recommend process improvements or automation opportunities.

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  Communicate effectively with users to understand issues and provide timely updates.
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  Ensure a high level of customer satisfaction through professional and empathetic support.
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  Participate in client meetings or reviews as required.

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  Use service management tools such as AutoTask to manage and track tickets.
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  Utilize remote support tools and monitoring platforms to diagnose and resolve issues
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  Ensure accurate and consistent ticket documentation and time t

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  Follow security best practices and assist in implementing compliance measures.
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  Support patching, antivirus, and backup monitoring activities.
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  Report and respond to security incidents in line with company protocols.

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  Contribution to knowledge base and process improvements
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  Quality and completeness of documentation
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  SLA Adherence
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  Resolution time for escalated tickets
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  Customer satisfaction and feedback

Requirements

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  2+ years of experience in a service desk or IT support role
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  Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking
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  Experience with service desk tools and remote support platforms
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  Excellent troubleshooting and analytical skills
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  Strong communication and interpersonal abilities
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  IT certifications such as Microsoft 365, or ITIL Foundation are advantageous
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  Ability to work independently and collaboratively in a fast-paced environment

Benefits

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  HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
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  Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
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  Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more