IT Support Engineer

• Handle L1/L2 technical support requests for business users and client environments
• Monitor customer infrastructure, cloud systems, servers, and endpoints
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, Intune, Entra ID / Azure AD, and user access issues
• Support Windows desktop, Windows Server, and basic Mac OS
• Work with Active Directory, DNS, DHCP, TCP/IP, VPN, remote desktop tools, and common network troubleshooting scenarios
• Support security and endpoint protection tools such as Microsoft Defender, Bitdefender, Sophos, or similar solutions
• Work with RMM, PSA, ticketing, time tracking, and documentation platforms such as ConnectWise and ITglue
• Communicate with third-party vendors and software support teams when deeper troubleshooting is required
• Create, update, and maintain technical documentation, SOPs, troubleshooting guides, and client environment notes
• Support multiple client environments and escalate problems when needed
• Complete a hiring process consisting of HR, technical, and client interviews

• Strong experience in MSP, NOC, remote IT support, or outsourced infrastructure support
• Good practical knowledge of Microsoft 365 administration: Exchange, Teams, Intune, Entra ID / Azure AD
• Experience with Windows Server and Windows desktop support
• Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VPNs, routers, switches
• Experience with remote support tools such as TeamViewer, ScreenConnect or similar
• Experience with ticketing and documentation discipline
• Good written and spoken English for customer communication
• Ability to support several clients or environments at the same time without losing structure
• Ability to troubleshoot issues independently, gather details, analyze logs, and communicate next steps clearly
• Experience with MSP tools such as ConnectWise, Kaseya, or similar
• Experience with security platforms such as Microsoft Defender, Sophos, Blackpoint, Ironscales, ConnectSecure, or similar
• Basic PowerShell scripting for automation and troubleshooting
• Experience supporting business software such as QuickBooks, Sage, tax/accounting software, or other client-specific applications
• Certifications such as MS-900, Network+, Sophos, Datto, Microsoft 365, Azure Fundamentals, or similar
• Experience with Citrix, RDS / Terminal Services, VMware ESXi, vSphere, Hyper-V, or Azure infrastructure
• Reliable and disciplined in daily support work
• Calm under pressure, especially during incidents or urgent client requests
• Strong customer-service mindset
• Able to document work clearly and consistently
• Flexible with different client environments, tools, and processes
• Able to learn new systems quickly and ask the right questions when documentation is missing

• B2B contract
• Paid sick leave
• 20 days of paid vacation
• Free English lessons
• Flexible work schedule
• Official holidays are non-working days
• Paid courses and certifications
• Coach / psychologist consultation
• Workshops
• Career development plan
• Mentoring
• Education
• Medical Health Insurance
• Remote work options
• Training programs
• Team-building events and group activities