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Dysrupit

Microsoft L1 Support Engineer

Dysrupit Philippines

IT Services and IT Consulting · 201-500 employees

13 h ago
Remote support-engineer Mid (2-5 yrs) Full-time Philippines
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About the role

The role involves providing first-line technical support for Microsoft platforms by resolving incidents and service requests through a ticketing system. Responsibilities also include performing initial troubleshooting, escalating complex issues, and participating in a rotational on-call weekend schedule.

What they look for

Microsoft 365 Windows OS Active Directory Exchange Admin ITSM ServiceNow Jira Technical Support Troubleshooting Networking DNS VPN Incident Management Customer Service Communication System Monitoring

Requirements

Candidates must have 2–4 years of experience in IT support and hands-on knowledge of Microsoft technologies like Windows 10/11 and M365. Strong communication skills and familiarity with ITSM tools are required to effectively manage user issues and maintain documentation.

Full description

JOB SUMMARY:

We are looking for a reliable and customer-focused Microsoft L1 Support Engineer to provide first-line technical support for Microsoft-based platforms and end users. The role involves handling incidents, service requests, and basic troubleshooting while ensuring timely resolution and excellent user experience. The position requires participation in a rotational on-call schedule during weekends (approximately once per month).

 

JOB RESPONSIBILITIES:

  • Provide Level 1 support for Microsoft technologies and end-user issues
  • Monitor, log, and resolve incidents and service requests through the ticketing system
  • Perform initial diagnosis, troubleshooting, and resolution of common technical issues
  • Escalate complex or unresolved issues to L2/L3 support teams with proper documentation
  • Support users across Microsoft platforms, ensuring minimal disruption to business operations
  • Participate in rotational on-call weekend support (once per month)
  • Follow incident, change, and service management processes and SLAs
  • Maintain accurate documentation of issues, resolutions, and standard procedures
  • Communicate clearly with users regarding issue status and resolution progress
  • Assist in basic system monitoring and health checks

JOB QUALIFICATIONS:

  • 2–4 years of experience in IT Support or Service Desk roles
  • Hands-on experience supporting Microsoft technologies, such as:
  • Windows OS (Windows 10/11)
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • M365 Active Directory/Exchange Admin (user account management, password resets, group policies, assign license)
  • Familiarity with ITSM tools (e.g., ServiceNow, Jira or similar ticketing systems)
  • Basic understanding of networking concepts (LAN/WAN, DNS, VPN)
  • Experience working in a structured support environment with SLAs
  • Strong communication and customer service skills
  • Ability to work independently and prioritize tasks effectively
  • Willingness to work on a rotational on-call schedule
  • Problem-solving mindset with attention to detail
  • Ability to work in a fast-paced support environment

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