What are the responsibilities and job description for the Information Technology Support Engineer position at pro/source <it></it>?
We are seeking a motivated IT Support Engineer to provide Tier 1 and Tier 2 support while contributing to endpoint management, Microsoft 365 administration, and security initiatives. This is a great opportunity to work alongside senior engineers and expand your expertise across enterprise systems and modern IT environments.
Overview:
As a key member of the IT team, you will support end users, manage endpoint deployments, administer Microsoft 365 services, and help maintain a secure, compliant environment aligned with modern security frameworks such as Zero Trust.
Key Responsibilities:
End-User & Service Desk Support
- Serve as a primary technical contact for employee IT support requests
- Troubleshoot and resolve hardware, software, and system issues across laptops, desktops, mobile devices, and peripherals
- Provide responsive, high-quality support both remotely and onsite
- Maintain ownership of issues through resolution, escalating when appropriate
Endpoint Engineering & Device Management
- Configure, image, deploy, and support Windows-based endpoints
- Manage the full device lifecycle (onboarding, upgrades, decommissioning)
- Administer endpoint management using Microsoft Intune
- Maintain accurate asset inventory and tracking
Microsoft 365 & Identity Administration
- Provision and manage user access across Microsoft 365 and Entra ID (Azure AD)
- Support Exchange Online, Teams, SharePoint, and OneDrive administration
- Manage access requests, MFA setup, and group permissions
- Support user onboarding and offboarding processes
Security & Compliance
- Support endpoint security policies including encryption, MFA, and compliance enforcement
- Assist with security monitoring and incident identification
- Operate within a Zero Trust security framework
- Contribute to compliance-related initiatives and best practices
IT Operations & Documentation
- Utilize ITSM tools to manage incidents, service requests, and changes
- Maintain accurate documentation of tickets, processes, and systems
- Contribute to internal knowledge base and documentation efforts
- Support IT projects such as hardware refreshes and software deployments
Collaboration
- Work closely with internal teams and external service partners
- Follow established escalation procedures and support workflows
- Participate in an on-call rotation as part of the IT operations team
Required Qualifications
- 3–5 years of experience in IT support, service desk, or desktop engineering roles
- Hands-on experience with Microsoft 365 and Azure / Entra ID
- Experience supporting Windows endpoints in an enterprise environment
- Working knowledge of Active Directory and identity/access management
- Experience using ITSM / ticketing systems
- Strong troubleshooting, communication, and customer service skills