Information Technology Support Engineer at VAT IT

Job Overview:

• We are looking for an experienced IT Support Engineer to provide technical support to end-users, focusing on Microsoft 365 environments, system troubleshooting, and ticket resolution. The ideal candidate will have 3+ years of experience in IT support and expertise in delivering technical assistance via ticketing systems and remote support tools.

Key Responsibilities:

• Provide first and second-level IT support to end-users via phone, email, and remote support tools.
• Troubleshoot and resolve technical issues related to Microsoft 365 applications (Outlook, SharePoint, Teams, OneDrive, etc.).
• Manage and resolve incidents using the company's ticketing system (such as Jira), ensuring timely updates and closure of tickets.
• Assist with the installation, configuration, and troubleshooting of hardware and software remotely.
• Perform user administration tasks in Microsoft 365 (user creation, permissions, license assignments).
• Assist in the management of email and communication systems, such as Exchange Online and Teams.
• Escalate unresolved issues to higher-level support teams or specialized engineers when necessary.
• Monitor and maintain IT documentation for recurring issues, solutions, and processes.
• Ensure high levels of customer satisfaction through effective and timely resolution of incidents.
• Contribute to team collaboration to improve support processes and services.
• Inventory management, regular audit of stock, and hardware receiving.
• Assistance on IT projects throughout the year and leading a project

Skills and Experience Required:

• 3+ years of experience in an IT support or helpdesk role preferred.
• Strong knowledge of Microsoft 365, including administration and troubleshooting of Teams, Outlook, OneDrive, and SharePoint.
• Experience with remote desktop tools such as TeamViewer or Remote Desktop Protocol (RDP).
• Proficiency in working with ticketing systems.
• Familiarity with Active Directory and user management tasks.
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP).
• Strong problem-solving skills and attention to detail.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Strong person-to-person interactions

Preferred Qualifications:

• Certifications such as Microsoft 365 Certified: Fundamentals, CompTIA A+, or ITIL Foundation.
• Familiarity with IT service management (ITSM) practices.