IT Support Engineer Tier 1

About the role

The IT Support Engineer (Tier 1) provides first‑level technical assistance to end‑users, ensuring service quality and compliance with SLA/OLA commitments. The role involves diagnosing, troubleshooting, and resolving a range of hardware, software, and network issues, both remotely and on‑site.

Key responsibilities

• Deliver first‑level support via phone, remote tools, or on‑site collaboration.
• Monitor alerts, execute restoration procedures, and log detailed updates in the ticketing system.
• Perform Tier 1 tasks on servers, network equipment, and cloud environments (M365, AWS, Azure).
• Escalate unresolved issues following the proper escalation path and track progress.
• Proactively identify potential problems arising from changes or existing incidents.
• Participate in project initiatives and contribute to unit goals.

Required profile

• Bachelor's degree in Computer Science, IT, or related field, or equivalent experience.
• Experience supporting end‑users and IT infrastructure, including Windows‑based systems.
• Familiarity with Windows Server administration, Active Directory, Group Policy, and M365.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
• Good communication skills and ability to work collaboratively.

Required skills

• Windows Server administration
• Active Directory
• Group Policy
• M365
• TCP/IP, DNS, DHCP
• Hardware and software troubleshooting
• Virtualization (Hyper‑V, VMware)
• Cloud platforms (Azure, AWS)
• Firewall, switching, access point configuration