Junior Technical Support Engineer  

Background

• Degree in Computer Science, Information Technology, or related field
• At least 2-3 years professional IT experience preferably in IT Support and Operations.
• Good in English both oral and written communication
• Knowledgeable with MS Infrastructure, Dynamics 365 CRM and Office 365 environment.
• Good knowledge of Microsoft Windows Server, Active Directory, Microsoft Exchange Services, O365, Azure Services, backup technologies, routing, VPN, mobile device management
• Experience with ticket management systems such as Dynamics CRM.
• Knowledgeable or familiar with the ITIL V4 Framework

Skills

Soft Skills

• Planning skills and ability to work under minimal supervision, multi-task, and prioritize work
• Accurate, well organized, persistent and quality driven.
• Ability to focus on deadlines and deliverables
• Team player with strong communication skills and customer focus
• Willingness to learn and be trained.

Functional/Technical Skills:

• Very good knowledge of Microsoft infrastructure and Office 365 environment such as Sharepoint, Teams, Exchange, etc.
• Good knowledge of Microsoft Windows Server, Active Directory, Dynamics 365 CRM Microsoft Exchange Services, O365, Azure Services, backup technologies, routing, VPN, mobile device management
• Independent and result-oriented way of working as well as communication skills
• Strong customer and service orientation

Purpose:

Responsible for managing and troubleshooting Microsoft 365 and Dynamics 365 CRM solutions, Windows systems, software or hardware issues for end-users. Will be responsible for quickly solving all IT problems that arise in day-to-day business.

Area of Responsibility:

• Troubleshoot and resolve Microsoft 365-related problems (Outlook, Teams, OneDrive, SharePoint and etc.)
• Problem analysis, troubleshooting and provide 1st-level support for hardware, software, and network issues.
• Participate in project / support team in the field of Microsoft Windows Server, Active Directory, O365 and Azure Services technologies
• 1st Level Support for any Internal Dynamics 365 CRM issues and requests.
• Implement security best practices and compliance policies within Microsoft 365 environments, ensuring data protection, privacy, and regulatory compliance. Monitor for security threats and vulnerabilities, and take appropriate remedial actions.
• Staying updated on the latest Microsoft 365 and AI technologies technologies and best practices

Onboarding & Offboarding:

• Set up new user accounts, devices, and access rights in Microsoft 365 and CRM.
• Coordinate IT onboarding/offboarding tasks with HR and department leads.
• Ensure secure and complete offboarding, including access revocation, return of assets and etc.
• Handle User Changes (role change, department change and etc.

Asset Inventory and Software License Management:

• Maintain up-to-date records of IT assets including laptops, peripherals, and software licenses in CRM
• Tag and track hardware issuance returns
• Assists in periodic audits and inventory reconciliations
• Monitor and manage software license usage, renewals etc.
• Generate reports on licenses consumption and availability

Process Improvement and Documentations:

• Contribute to IT knowledge articles and support documentations
• Identifying recurring issues and suggest automation or process enhancements.
• Assist in creating SOP’s for routine IT tasks