Job description

The role of IT Engineer will be responsible for providing efficient and customer-focused technical support to users across the organization. The role will manage day-to-day IT support requests, troubleshoot hardware, software, network, NAS / File Server, Intune and Microsoft 365-related issues, and ensure timely resolution in accordance with defined SLAs.

• Provide Level 1 IT support via phone, email, service desk, and in-person channels.
  
• Log, prioritize, track, and resolve incidents and service requests within agreed SLAs.
  
• Troubleshoot basic Windows, hardware, software, printer, and network connectivity issues.
  
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, and Excel.
  
• Provide basic support for Microsoft Intune, including device enrollment, application deployment, and compliance issues.
  
• Assist with basic Microsoft Defender endpoint security alerts and troubleshooting, escalating security incidents when required.
  
• Provide basic SharePoint and OneDrive support, including access, permissions, and synchronization issues.
  
• Support basic Wi-Fi, VPN, LAN, and internet connectivity troubleshooting.
  
• Assist with user account, access, mailbox, and license requests.
  
• Maintain accurate IT asset inventory and support device allocation, replacement, and collection.
  
• Document troubleshooting steps and resolutions accurately in the ITSM/ticketing system.
  
• Maintain and contribute to knowledge-based documentation and FAQs.
  
• Escalate complex or unresolved issues to L2/L3 support teams with complete troubleshooting details.
  

• 4–5 years of hands-on experience in IT service desk, desktop support, or technical support.
  
• Proven experience troubleshooting Windows operating systems, hardware, software, printers, and basic network connectivity issues
  
• Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, Word, and Excel
  
• Hands-on experience with Microsoft Intune for device enrollment, application deployment, configuration, and compliance support
  
• Basic experience with Microsoft Defender, SharePoint Online, and OneDrive administration and troubleshooting
  
• Experience using ITSM/ticketing systems to log, prioritize, track, and resolve incidents and service requests
  
• Experience providing remote and onsite technical support, with strong troubleshooting and customer service skills
  
• Experience with IT asset management, user account/access requests, and maintaining technical documentation and knowledge-based articles
  
• Good understanding of basic networking concepts including LAN, Wi-Fi, VPN, DNS, and internet connectivity
  
• Strong communication, stakeholder management, documentation, and problem-solving skills, with the ability to escalate complex issues to L2/L3 support teams
  
• Certifications: AZ900, ITIL V4, CCNA
  
• Bachelor’s degree in information technology / Computer Science
  

As an employee of IFZA, you can expect:

• 24 working days as annual leave
  
• Annual flight home
  
• Life insurance plan
  
• Medical insurance plan (with the option to upgrade at your own cost)
  
• Bonus scheme (in relevant departments)