L1 & L2 Support Engineer

About the Role

KNOATIV is hiring a Support Engineer to join our office-based IT support team. This is a combined L1 and L2 role: you will be the first point of contact for users and also handle deeper technical escalations. You will manage and support Microsoft 365 environments both for KNOATIV and for our clients resolving incidents and service requests within agreed service levels (SLAs).

We will hire at the level that matches your experience. L1 candidates focus on first-line triage and resolution; L2 candidates own complex escalations deeper troubleshooting and mentoring of L1 staff. Strong English communication and a customer-first attitude are essential since you will work directly with internal staff and client end-users.

Key Responsibilities Both Levels

• Provide responsive professional technical support to internal users and client end-users via phone email ticketing system and remote tools.
• Log categorize prioritize and resolve incidents and service requests in the ticketing system keeping accurate and clear documentation.
• Administer and support Microsoft 365 for KNOATIV and our clients including user and license management Exchange Online Teams SharePoint and OneDrive.
• Manage user accounts groups permissions and password resets across Microsoft 365 and Active Directory / Entra ID.
• Troubleshoot Windows desktops laptops common business applications printers and basic network connectivity.
• Meet or exceed agreed response and resolution SLAs and keep users informed of ticket progress.
• Escalate issues appropriately and contribute to a shared knowledge base of fixes and how-to guides.

L1 Service Desk (First Line)

• Act as the first point of contact performing initial triage and resolving common issues at first contact where possible.
• Handle routine Microsoft 365 tasks: account setup license assignment mailbox and Teams/SharePoint access and password resets.
• Follow documented procedures and runbooks; escalate to L2 when an issue is outside first-line scope.
• Maintain clear ticket notes and ensure timely follow-up and ticket closure.

L2 Escalation / Technical Support (Second Line)

• Own and resolve escalated and complex incidents across Microsoft 365 and end-user computing.
• Perform advanced Microsoft 365 administration: Exchange Online mail flow and connectors Teams and SharePoint configuration security and compliance settings and conditional access / MFA troubleshooting.
• Investigate root cause of recurring issues and implement or recommend permanent fixes.
• Support onboarding/offboarding tenant configuration and migrations for KNOATIV and client environments.
• Mentor and guide L1 engineers review escalations and improve documentation and processes.

Must-Have Requirements

• Relevant experience: Proven hands-on experience in an IT support / service desk role (L1 or L2 as appropriate to the level applied for) ideally in an MSP or multi-client environment.
• Microsoft 365 administration: Demonstrated ability to manage and support Microsoft 365 user/license management Exchange Online Teams SharePoint and OneDrive for both an organization and its clients.
• English communication: Excellent spoken and written English with the ability to explain technical issues clearly to non-technical users.
• Customer service: Strong customer-service mindset patience and professionalism when handling user issues.
• Troubleshooting: Solid troubleshooting skills across Windows common business applications and basic networking.
• Ticketing & SLAs: Experience working with a ticketing/ITSM system and delivering against SLAs.
• On-site availability: Able to work full-time from our office.

Nice to Have

• Microsoft certifications (e.g. MS-900 MD-102 MS-102 or AZ-900).
• Experience with Active Directory / Microsoft Entra ID Intune and endpoint management.
• Experience in a Managed Service Provider (MSP) supporting multiple clients.
• Familiarity with RMM tools remote support tools and basic PowerShell scripting.
• ITIL awareness or certification.