DysrupIT

L1 Support Engineer

DysrupIT

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

DNSITSMServiceNow

About the role

  • 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

Requirements

  • 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), Active Directory (user account management, password resets, group policies – basic)
  • Familiarity with ITSM tools (e.g., ServiceNow 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows OSMicrosoft 365Active DirectoryITSM toolsnetworking conceptsLANWANDNSVPNtroubleshooting
Soft Skills
communicationcustomer serviceproblem-solvingattention to detailability to work independentlytask prioritizationwillingness to work on-calladaptabilityteam collaborationtime management