IT Support Technician

About the Role:

We are seeking a proactive and skilled Support Technician who will be responsible for providing exceptional support related to Windows-based endpoint devices, security practices, and Microsoft Intune deployment.

The ideal candidate should possess basic troubleshooting skills, a fundamental understanding of cybersecurity practices and remediation steps, ability to work directly with end users, and good adherence to SLA commitments.

What You'll Do:

Technical Support & Troubleshooting:


* Provide Tier 1 technical support for Windows OS environments, endpoint devices, and security issues.


* Diagnose and troubleshoot basic software and hardware issues on Windows workstations and laptops.


* Utilize remote support tools effectively to resolve user incidents promptly and efficiently.


* Support additional peripherals in the US office including printers, telecommunications, and other devices as needed.

Microsoft Intune & Endpoint Management:


* Perform device enrollment and resolve compliance issues using Microsoft Intune.


* Escalate Intune management configuration issues to Tier 2 support as needed.


* Proactively monitor and remediate device security vulnerabilities identified through Intune dashboards and reports.

Security & Compliance:


* Ensure devices and applications meet organizational cybersecurity policies and compliance standards.


* Collaborate with the security team to enforce endpoint security measures, manage threat protection, and respond to security incidents.


* Follow-up with users to resolve issues and questions regarding cybersecurity findings.

SLA Management & Documentation:


* Adhere strictly to established SLAs, ensuring timely resolution and clear communication with end-users.


* Maintain accurate documentation, incident tracking, and knowledge base articles to enhance service quality.

Training & Knowledge Sharing:


* Educate end-users on cybersecurity best practices and corporate policies for secure device usage.

What You'll Need:

Education & Experience


* High School Diploma or Equivalent


* 1-3 years of experience in technical support, particularly within IT endpoint support and security domains.


* Proven experience troubleshooting Windows OS (Windows 10/11), Microsoft Intune, and related technologies.

Preferred Technical Skills


* Basic knowledge of cybersecurity principles, endpoint protection, antivirus software, and security patching processes.


* Basic experience with Microsoft Intune for Mobile Device Management (MDM), Mobile Application Management (MAM)


* Hands-on experience with Active Directory (AD), Azure AD, Exchange Online, Office 365 applications.


* Experience troubleshooting printers and other office peripherals.

Soft Skills & Abilities


* Basic analytical and problem-solving skills.


* Strong verbal and written communication abilities.


* Ability to manage multiple tasks simultaneously a...