Junior IT Support Specialist

About the Role

We are looking for a motivated Junior IT Support Specialist to join our IT Operations this role you will be the first point of contact for end-user technical issues supporting our Microsoft 365 and Azure-based environment. You will work alongside senior engineers gain hands-on experience across infrastructure and cloud platforms and play a key part in delivering reliable IT services across the organization.

Key Responsibilities

End-User Support & Service Desk

• Serve as Tier 1/2 support for hardware software and connectivity issues via phone email chat and walk-up.
• Triage prioritize and resolve tickets in the ITSM system (e.g. ServiceNow Jira Service Management) within defined SLAs.
• Escalate complex or unresolved issues to senior engineers with clear documentation and context.
• Maintain accurate asset records and update knowledge base articles to reduce repeat incidents.

Microsoft 365 & Cloud Platforms

• Administer and troubleshoot Microsoft 365 services: Exchange Online Teams SharePoint OneDrive and Intune.
• Support user lifecycle management via Azure Active Directory / Entra ID provisioning access reviews MFA enrollment.
• Assist with basic Azure resource monitoring and alerting using Azure Monitor and the Azure Portal.

Hardware & Device Management

• Deploy image and configure Windows endpoints using Intune/Autopilot or SCCM/MECM.
• Perform hardware diagnostics component replacements and peripheral setup.
• Support mobile device management (MDM) enrollment and policy compliance for iOS and Android devices.

Network & Infrastructure

• Troubleshoot LAN/WAN connectivity VPN DNS and DHCP issues at a Tier 1/2 level.
• Support VOIP systems (e.g. Teams Phone Cisco) and conference room AV equipment.
• Assist with on-premise server environments (Windows Server ) and virtualization platforms (VMware/Hyper-V).

Security & Compliance

• Enforce IT security policies including endpoint protection patch compliance and secure access practices.
• Participate in phishing simulation responses and end-user security awareness activities.
• Follow ITIL-aligned change and incident management processes.

Projects & Continuous Improvement

• Contribute to IT projects such as hardware refresh cycles software rollouts and office infrastructure upgrades.
• Proactively identify recurring issues and propose process or tooling improvements.
• Document procedures runbooks and troubleshooting guides in the knowledge base.

Required Qualifications

• 13 years of IT support experience (helpdesk desktop support or internship equivalent).
• Hands-on experience with Windows 10/11 administration and Microsoft 365 (Exchange Online Teams SharePoint).
• Working knowledge of Active Directory / Azure AD (Entra ID) user and group management.
• Familiarity with TCP/IP networking fundamentals (DNS DHCP VPN basic switching/routing concepts).
• Strong troubleshooting methodology and ability to communicate technical concepts to non-technical users.
• Experience with an ITSM or ticketing system (ServiceNow Jira Zendesk or similar).

Preferred Qualifications

• Microsoft certifications: MS-900 AZ-900 MD-102 (Endpoint Administrator) or SC-900.
• CompTIA A Network or Security.
• Experience with endpoint management tools: Microsoft Intune Autopilot or SCCM/MECM.
• Exposure to PowerShell scripting for task automation and administration.
• Familiarity with ITIL v4 practices; ITIL Foundation certification is a plus.
• Experience supporting hybrid cloud environments in Azure.

Education

Associates or Bachelors degree in Computer Science Information Technology or a related field or equivalent practical experience and certifications. Formal education is not required where demonstrated skills and relevant experience are present.

What We Offer

• Structured onboarding and mentorship from senior engineers.
• Sponsored certification program (Microsoft CompTIA ITIL).
• Exposure to a modern cloud-first environment on Microsoft Azure and M365.
• Clear career progression path toward IT Engineer or Systems Administrator roles.
• Competitive salary health benefits and flexible working arrangements.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.