Handle L1/L2 technical support requests for business users and client environments.
Monitor customer infrastructure, cloud systems, servers, endpoints.
Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, Intune, Entra ID / Azure AD, and user access issues.
Support Windows desktop, Windows Server, basic Mac OS.
Work with Active Directory, DNS, DHCP, TCP/IP, VPN, remote desktop tools, and common network troubleshooting scenarios.
Support security and endpoint protection tools such as Microsoft Defender, Bitdefender, Sophos or similar solutions.
Work with RMM, PSA, ticketing, time tracking, and documentation platforms such as ConnectWise and ITglue.
Communicate with third-party vendors and software support teams when deeper troubleshooting is required.
Create, update, and maintain technical documentation, SOPs, troubleshooting guides, and client environment notes.

Strong experience in MSP, NOC, remote IT support, or outsourced infrastructure support.
Good practical knowledge of Microsoft 365 administration: Exchange, Teams, Intune, Entra ID / Azure AD.
Experience with Windows Server and Windows desktop support.
Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VPNs, routers, switches.
Experience with remote support tools such as TeamViewer, ScreenConnect or similar.
Experience with ticketing and documentation discipline.
Good written and spoken English for customer communication.
Ability to support several clients or environments at the same time without losing structure.
Ability to troubleshoot issues independently, gather details, analyze logs, and communicate next steps clearly.
Nice-to-Have Skills: Experience with MSP tools such as ConnectWise, Kaseya, or similar.
Experience with security platforms such as Microsoft Defender, Sophos, Blackpoint, Ironscales, ConnectSecure, or similar.
Basic PowerShell scripting for automation and troubleshooting.
Experience supporting business software such as QuickBooks, Sage, tax/accounting software, or other client-specific applications.
Certifications such as MS-900, Network+, Sophos, Datto, Microsoft 365, Azure Fundamentals, or similar.
Experience with Citrix, RDS / Terminal Services, VMware ESXi, vSphere, Hyper-V, or Azure infrastructure.

IT Support, NOC Engineer

Key skills