Espire Infolabs - L1/L2 Support Engineer - IT Infrastructure (3-5 yrs)

Role Description :

We are seeking a highly motivated and technically proficient L1/L2 Support Engineer to join our growing IT team.

In this role, you will be responsible for providing first and second-line technical support to our end-users. You will play a critical role in ensuring the smooth and efficient operation of our IT infrastructure and applications.

Key Responsibilities :

Provide technical support :

- Respond promptly to user inquiries and resolve technical issues related to hardware (laptops, desktops, peripherals), software, and network connectivity.

- Troubleshoot and resolve common software installation and configuration issues (e.g. , Microsoft Office Suite, Adobe Acrobat, antivirus software).

- Assist users with password resets, account lockout issues, and remote access problems.

- Diagnose and resolve basic network connectivity issues (e.g. , Wi-Fi connectivity, VPN issues).

Azure Administration :

- Hands-on experience with Azure Active Directory user management, including account creation, provisioning, deprovisioning, and group policies.

- Experience with Intune for device management, including software deployment, policy enforcement, mobile device management, and remote wipe.

IT Infrastructure Support :

- Support and maintain company IT infrastructure, including hardware and software.

- Assist in the deployment and maintenance of IT equipment (laptops, desktops, peripherals).

- Monitor system performance and identify potential issues.

- Basic understanding of network infrastructure (e.g. , LAN, WAN, firewalls).

Issue Resolution & Escalation :

- Document and track all support tickets and incidents in a ticketing system (e.g. , ServiceNow, Jira Service Desk).

- Escalate complex issues to third-line support or other relevant teams as needed.

- Maintain accurate records of all support interactions.

Team Collaboration :

- Assist the IT Services Team Leader and Group IT Manager with various IT-related projects and initiatives.

- Contribute to the improvement of IT support processes and procedures.

Qualifications :

- 3+ years of experience in providing technical support in a corporate environment.

- Strong understanding of Windows operating systems (Windows 10/11).

- Hands-on experience with Azure Active Directory and Intune.

- Experience with troubleshooting hardware and software issues.

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical skills.

- Ability to work independently and as part of a team.

- Ability to work effectively in a fast-paced and demanding environment.

- Excellent documentation and reporting skills.

- ITIL Foundation certification (preferred).

Preferred Qualifications :

- Experience with scripting languages (e.g. , PowerShell, Bash).

- Experience with network troubleshooting (TCP/IP, DNS, DHCP).

- Experience with virtualization technologies (e.g. , VMware, Hyper-V).

- Experience with remote support tools (e.g. , TeamViewer, AnyDesk).

- Experience with Active Directory Domain Services