IT Supporter managing 1st Level support inquiries and assisting customers in a hybrid role. Contributing to proactive issue reporting and support ticket management with team collaboration.
About the role
- IT Support Specialist at Cuso International managing IT support requests and overseeing Microsoft technologies in a hybrid environment. Responsible for user support and cloud administration.
Responsibilities
- Serve as the first point of contact for all incoming IT support requests (help desk), providing timely and effective resolution for hardware, software, and network issues.
- Log, prioritize, track, and manage all IT incidents and service requests through to resolution using our ticketing system.
- Provide expert support for the full suite of Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and other M365 apps.
- Manage and troubleshoot issues related to Exchange Online (email, calendars, mailboxes).
- Support and manage SharePoint Online sites, document libraries, and permissions.
- Assist users with Microsoft Teams functionality, including meetings, chat, and collaboration spaces.
- Manage user accounts, licenses, and permissions within the Microsoft 365 administration portal.
- Provide support for Microsoft Intune for device management and compliance.
- Assist with Microsoft Defender for endpoint security.
- Provide support for, and create basic applications using, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
- Responsible for day-to-day administration and monitoring of our Azure cloud environment.
- Monitor Azure Virtual Machines (VMs) for performance, availability, and resource utilization.
- Conduct regular checks of Azure backup jobs and ensure data recovery processes are functioning correctly.
- Manage Microsoft Entra ID users, groups, and authentication.
- Monitor the health and performance of critical IT systems, including servers, networks, and virtual infrastructure.
- Oversee backup systems, verify successful backups, and initiate restores as required.
- Provide comprehensive remote technical assistance to employees across various locations and devices.
- Utilize remote access tools to diagnose and resolve issues efficiently.
- Create and maintain clear, concise IT documentation, including knowledge base articles and troubleshooting guides.
- Assist in training users on new software, best practices, and IT policies.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 2+ years of experience in an IT Support, Help Desk, or Desktop Support role.
- Strong, hands-on knowledge and experience with the Microsoft 365 platform is essential, including:
- Exchange Online administration and troubleshooting.
- SharePoint Online site and permission management.
- Microsoft Teams administration and user support.
- Office 365 application support (Outlook, Word, Excel, etc.).
- User and license management in M365 Admin Center.
- Experience with Microsoft Intune for mobile device management and endpoint configuration.
- Familiarity with Microsoft Defender for endpoint protection.
- Basic understanding of, and demonstrated ability to create basic solutions/applications within, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
- Demonstrated experience with Microsoft Azure, including:
- Monitoring Azure VMs.
- Understanding of Azure backup services and recovery procedures.
- Management of Microsoft Entra ID (users, groups, authentication).
- Familiarity with virtual machine (VM) concepts and basic monitoring.
- Proven experience with backup solutions and data recovery processes.
- Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
- Outstanding communication skills (written and verbal) with the ability to explain technical concepts to non-technical users patiently and clearly.
- Strong interpersonal skills and a customer-service oriented mindset.
- Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
- Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate, or certifications related to Intune, Security, or Power Platform) are a significant asset.
Benefits
- Comprehensive employee benefits package
- Health insurance
- Generous days of paid time off, including vacation and sick days
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