Tenthpin

Support Engineer

• Act as the first point of contact for all incoming IT support requests via Jira Service Management
• Log, triage, and prioritise incidents and service requests according to SLAs
• Provide remote support for end user issues related to:
• Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.)
• Windows 11 OS
• Email, Teams, and collaboration tools
• Hardware troubleshooting (laptops, peripherals, mobile devices)
• Guide users through fixes and provide clear communication on ticket progress
• Troubleshoot more complex issues related to:
• Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)
• Microsoft 365 administrative tasks (user setups, permissions, license assignments)
• Windows system troubleshooting and endpoint configuration
• Escalate issues to senior technical Colleagues, when required and collaborate on resolution
• Contribute to problem management by identifying recurring issues and proposing permanent fixes
• Ensure compliance with IT policies, security standards, and best practices
• Collaborate with IT team members to support enterprise SaaS applications and services

IT Support Engineer

• Act as the first point of contact for all incoming IT support requests via Jira Service Management
• Provide remote support for end user issues related to Microsoft 365 applications, Windows 11 OS, Email, Teams, and collaboration tools
• Guide users through fixes and provide clear communication on ticket progress
• Troubleshoot complex issues related to Microsoft Intune and Microsoft 365 administrative tasks
• Escalate issues to senior technical Colleagues, when required
• Contribute to problem management by identifying recurring issues and proposing permanent fixes