Junior IT Support Agent/Technician

About the Role

Seeking a customer-focused Junior IT Support Agent/Technician to provide first-line support for Microsoft technologies, including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. The role involves triaging incidents, resolving common issues, fulfilling service requests, and escalating complex problems to deliver a consistent and friendly end-user experience.

Key Responsibilities

• Frontline Incident Response
• Answer support tickets and log all interactions in the ITSM system.
• Perform initial triage, categorize/severity score incidents, and attempt first-contact resolution.
• Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
• Support Microsoft Teams (sign-in issues, meetings, audio/video, device setup, basic governance).
• Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile, and application issues.
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
• Provision standard access per role-based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes).
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications.
• Contribute to the knowledge base (KB) with clear, repeatable solutions and "how-to" guides.
• Escalation & Collaboration
• Escalate unresolved issues according to SLAs.
• Collaborate with systems administrators, network engineers, and security teams when required.

Requirements & Tech Stack

• Working knowledge of:
• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Windows 10/11 troubleshooting and user profile fundamentals.
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Experience with an ITSM/ticketing tool.

Qualifications

• Bachelor’s degree from an accredited institution.
• 0–2 years in an IT support/help desk role (or equivalent practical experience).
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

Preferred Qualifications

• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks.

Certifications

• Security+ CE (Required at Hire)
• Microsoft Certified: Azure Fundamentals (AZ 900) (Required Within 90 Days Of Hire)
• Microsoft 365 Certified: Fundamentals (MS 900) (Required Within 90 Days Of Hire)

Shift Details

Positions available in the following shifts. Please specify in your application which (one or more) shift is your preference:

• Day, 8am-4pm
• Evening, 4pm-12am
• Night*, 12am-8am
• The Night shift (Third Shift Support Specialist) provides responsive support across multiple geographic regions and time zones, ensuring service continuity during non-business hours.