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Job Description & How to Apply Below
We are looking for a proactive IT Support Engineer to manage user accounts, provide technical support, and ensure smooth IT operations. The ideal candidate will have experience in Active Directory, Office 365, identity management, and end-user support while maintaining high SLA standards.
Key Responsibilities:
1. Active Directory & User Management
Manage user lifecycle including user creation, modification, and deletion
Administer groups and security groups
Ensure proper access control and permissions management
2. Office 365 Administration
Manage license assignment and optimization
Troubleshoot O365-related issues (Outlook, Teams, etc.)
Handle user access management
Manage shared mailboxes and distribution lists (DLs)
3. Identity & Access Management
Implement and manage Multi-Factor Authentication (MFA)
Conduct timely access reviews and support client audits
Handle MFA enrollment for users
Identify and respond to compromised accounts
4. Desktop Support
Provide first-call resolution for end-user issues
Troubleshoot general desktop and Outlook-related problems
Ensure issue resolution within defined timelines (≤ 24 hours based on severity)
5. Ticketing & Service Management
Ensure SLA adherence of ≥ 95%
Manage and reduce ticket backlog (weekly/monthly targets)
Maintain 100% documentation compliance for all tickets
6. Monitoring & Incident Response
Monitor alerts and respond within ≤ 15 minutes for critical issues
Handle NOC alerts, including tools like Auvik and network outages
Escalate issues as required
7. Application Support
Troubleshoot application-related issues
Ensure critical issues are resolved within SLA timelines
Drive reduction in recurring incidents through root cause analysis
Key
Skills & Requirements:
Hands-on experience with Active Directory and Office 365
Knowledge of Identity Management and MFA
Strong troubleshooting skills for desktop and applications
Experience with ticketing tools and SLA-driven environments
Basic understanding of network monitoring tools (e.g., Auvik)
Good communication and documentation skills
Performance Metrics (KPIs):
SLA adherence ≥ 95%
First Call Resolution rate improvement
Average resolution time ≤ 24 hours
Alert response time ≤ 15 minutes
Reduction in ticket backlog and recurring incidents
Position Requirements
10+ Years
work experience
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