Job Title

Job Summary:We are looking for a proactive IT Support Engineer to manage user accounts, provide technical support, and ensure smooth IT operations. The ideal candidate will have experience in Active Directory, Office 365, identity management, and end-user support while maintaining high SLA standards.Key Responsibilities:1. Active Directory & User ManagementManage user lifecycle including user creation, modification, and deletionAdminister groups and security groupsEnsure proper access control and permissions management2. Office 365 AdministrationManage license assignment and optimizationTroubleshoot O365-related issues (Outlook, Teams, etc.)Handle user access managementManage shared mailboxes and distribution lists (DLs)3. Identity & Access ManagementImplement and manage Multi-Factor Authentication (MFA)Conduct timely access reviews and support client auditsHandle MFA enrollment for usersIdentify and respond to compromised accounts4. Desktop SupportProvide first-call resolution for end-user issuesTroubleshoot general desktop and Outlook-related problemsEnsure issue resolution within defined timelines (≤ 24 hours based on severity)5. Ticketing & Service ManagementEnsure SLA adherence of ≥ 95%Manage and reduce ticket backlog (weekly/monthly targets)Maintain 100% documentation compliance for all tickets6. Monitoring & Incident ResponseMonitor alerts and respond within ≤ 15 minutes for critical issuesHandle NOC alerts, including tools like Auvik and network outagesEscalate issues as required7. Application SupportTroubleshoot application-related issuesEnsure critical issues are resolved within SLA timelinesDrive reduction in recurring incidents through root cause analysisKey Skills & Requirements:Hands-on experience with Active Directory and Office 365Knowledge of Identity Management and MFAStrong troubleshooting skills for desktop and applicationsExperience with ticketing tools and SLA-driven environmentsBasic understanding of network monitoring tools (e.g., Auvik)Good communication and documentation skillsPerformance Metrics (KPIs):SLA adherence ≥ 95%First Call Resolution rate improvementAverage resolution time ≤ 24 hoursAlert response time ≤ 15 minutesReduction in ticket backlog and recurring incidents