Job Summary:
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
