Description
We are seeking an IT Support Engineer to provide L1-L2 technical support to a global user base. As an IT Support Engineer at Welo Global, you will be responsible for providing professional IT support via Zendesk, triaging, troubleshooting, and resolving tickets within agreed SLAs.
Key responsibilities:
- Provide IT support to a global user base with a focus on SLA-driven ticket management, excellent customer service, employee onboarding/offboarding, and endpoint lifecycle management.
- Manage and prioritize the support ticket queue using an SLA-driven approach.
- Maintain high CSAT, provide clear ticket communication, and timely escalations.
- Identify opportunities for improvement and adopt automation and AI to improve and accelerate the support workflow.
- Deliver in-depth desktop support for Windows and macOS.
- Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.
- Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online.
- Support and manage onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices.
- Troubleshoot basic networking and coordinate with network engineers/ISPs as needed.
- Follow security and privacy standards and participate in security incident response and phishing triage.
Requirements:
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
- 3+ years of hands-on IT support in a corporate environment.
- Strong experience with Windows and macOS support.
- Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot).
- Mobile device management with Intune, Jamf, or Mosyle.
- Scripting/automation with PowerShell.
- Excellent customer service, communication, and stakeholder management.
- Comfortable adopting new tools and workflows, including AI-assisted support tools.
- Methodical troubleshooting and problem-solving.
- Strong organization, prioritization, and time management.
Nice to have:
- Relevant certifications such as Microsoft (MD-102/SC-900), Jamf 200/300, CompTIA A+/Network+/Security+, ITIL Foundation, Apple ACSP.