Full Time Management Information System L1 Engineer Jobs, in NETS - Maukerja

Position Summary

The Management Information System(MIS) L1 Engineer (1 year contract) is responsible for providing first-level technical support to end users, ensuring smooth operation of desktop, laptop, mobile, and collaboration technologies. The role involves troubleshooting hardware and software issues, managing user accounts, supporting Microsoft 365 services, and resolving incidents within agreed service levels.

Key Responsibilities

User Support & Incident Management

• Provide first-line technical support via phone, email, service desk, and remote support tools.
• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Log, track, and update incidents and service requests within the ITSM system.
• Escalate unresolved incidents to L2/L3 support teams when necessary.
• Follow incident management and service request procedures according to SLA requirements.

Desktop & Laptop Support

• Install, configure, and troubleshoot:
  • Windows 10/11 operating systems
  • Microsoft Office / Microsoft 365 applications
  • Corporate applications
  • Printers and peripherals
• Perform device provisioning, imaging, and deployment.
• Support hardware replacement and warranty claims.

Microsoft 365 & User Administration

• Create, modify, and disable user accounts in:
  • Active Directory
  • Microsoft Entra ID (Azure AD)
  • Microsoft 365
• Support:
  • Outlook and Exchange Online
  • Microsoft Teams
  • OneDrive
  • SharePoint Online
• Assist users with password resets and MFA enrollment.

Endpoint Management

• Enroll and manage devices using:
  • Microsoft Intune
  • Endpoint Manager
• Deploy applications, security policies, and updates.
• Assist with device compliance and troubleshooting.

Mobile Device Support

• Support iOS and Android corporate devices.
• Configure email, Teams, VPN, and security policies.
• Troubleshoot mobile device connectivity and application issues.

Asset & Inventory Management

• Maintain accurate IT asset inventory records.
• Track hardware allocation, return, and disposal processes.
• Assist with equipment refresh and lifecycle management.

Documentation

• Create and maintain technical documentation and knowledge base articles.
• Document troubleshooting procedures and common fixes.
• Update standard operating procedures (SOPs) as required.

Requirements

Education & Experience

• Diploma or Degree in Information Technology, Computer Science, or related field.
• 0-3 years of IT Helpdesk / Desktop Support experience.

Skills & Knowledge

• Windows 10/11 administration and troubleshooting.
• Microsoft 365 administration and support.
• Basic Active Directory administration.
• Microsoft Entra ID (Azure AD) fundamentals.
• Microsoft Intune device management.
• Networking fundamentals:
  • TCP/IP
  • DNS
  • DHCP
  • VPN
  • Wi-Fi troubleshooting
• Knowledge of ITSM ticketing systems (ServiceNow, Jira, ManageEngine, etc.).
• Strong customer service orientation.
• Good troubleshooting and analytical skills.
• Excellent verbal and written communication.
• Ability to prioritize and manage multiple tickets.
• Team player with a positive attitude.