IT Support Engineer

In Time Tec is an award-winning IT & software company. In Time Tec offers progressive software development services, enabling its clients to keep their brightest and most valuable talent focused on innovation. In Time Tec has a leadership team averaging 16 years in software/firmware R&D, and 20 years building onshore/offshore R&D teams. We are looking for rare talent to join us. People having a positive mindset and great organizational skills will be drawn to the position. Your capacity to take initiative and solve problems as they emerge, flexibility, and honesty, will be key factors for your success at In Time Tec.

About the Role
We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating systems, and basic networking.
The candidate will be responsible for providing first-level technical support, resolving user issues, managing support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering excellent customer service.

Key Responsibilities:
End-User Support
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
• Assist users with Microsoft Office applications and Windows operating systems.
• Perform system health checks and preventive maintenance.
 

Microsoft 365 Administration
• Create, modify, and manage Microsoft 365 user accounts and licenses.
• Support Microsoft 365 services including:
o Exchange Online
o Microsoft Teams
o OneDrive for Business
o SharePoint Online (Basic)
• Perform password resets and mailbox troubleshooting.
• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.
• Support Microsoft Outlook configuration and synchronization issues.

Windows Administration
• Install, configure, and troubleshoot Windows 10 and Windows 11.
• Join devices to Active Directory or Microsoft Entra ID.
• Configure user profiles and local security settings.
• Perform operating system updates and driver installations.
• Troubleshoot boot, performance, and application issues.

Helpdesk & Ticket Management
• Log, prioritize, and resolve incidents using ITSM/Ticketing tools.
• Ensure incidents are resolved within defined SLA timelines.
• Escalate unresolved issues to senior engineers when required.
• Maintain accurate troubleshooting notes and resolution details.
• Create and update knowledge base articles.
Hardware & Software Support
• Install and configure desktop and laptop hardware.
• Diagnose hardware failures and coordinate warranty replacements.
• Install and update software applications.
• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.
• Support antivirus installation and endpoint protection.
Basic Networking Support
• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.
• Verify IP configuration, DNS, DHCP, and default gateway settings.
• Configure basic TCP/IP settings.
• Assist with printer and network drive connectivity.
• Escalate advanced network issues to the Network Team.
User Administration
• Create and manage Active Directory user accounts.
• Reset passwords and unlock user accounts.
• Manage user permissions and group memberships.
• Assist with onboarding and offboarding activities.
Documentation
• Maintain IT asset inventory.
• Prepare and update technical documentation and SOPs.
• Document recurring issues and recommended solutions.
• Maintain installation and configuration records.
Required Technical Skills:
Windows 10 & Windows 11, Microsoft 365 Administration, Exchange Online, Microsoft Outlook, Microsoft 
Teams, OneDrive for Business, SharePoint Online (Basic), Microsoft Entra ID (Basic), Active Directory, User 
& Group Management, Password Management, Hardware Installation & Troubleshooting, Desktop & Laptop 
Support, Printer Support, Software Installation & Configuration, Windows OS Troubleshooting, Microsoft 
Office Suite, Basic Networking (TCP/IP, DNS, DHCP, IP Addressing, Wi-Fi, VPN), Remote Support Tools 
(AnyDesk, TeamViewer, Quick Assist), Endpoint Security & Antivirus, Ticketing Tools (ServiceNow, 
Freshservice, Jira, ManageEngine ServiceDesk or similar), IT Asset Management, and Technical Documentation.
equired Soft Skills:
• Excellent communication and interpersonal skills.
• Strong customer service and client handling abilities.
• Good troubleshooting and analytical skills.
• Ability to prioritize multiple support requests.
• Strong documentation and organizational skills.
• Positive attitude and willingness to learn.
• Ability to work independently and as part of a team.
• Ability to perform under pressure and meet SLA commitments.
Educational Qualification
• Bachelor's Degree in Computer Science, Information Technology, Electronics, or a related field.
Experience:
• 1-2 years of experience in IT Support, Helpdesk, or Desktop Support.
• Experience supporting Microsoft 365 environments.
• Experience troubleshooting Windows operating systems.
• Hands-on experience with hardware and software installation.
• Basic knowledge of networking concepts.
• Experience using ticketing/helpdesk tools is preferred.
Preferred Certifications
• Microsoft 365 Fundamentals (MS-900)
• CompTIA A+
• CompTIA Network+
What We Offer
• Opportunity to work with enterprise IT infrastructure and Microsoft technologies.
• Exposure to Microsoft 365 administration and endpoint support.
• Learning and certification support.
• Career growth in Infrastructure, Cloud, and IT Operations.
• Collaborative and technology-driven work environment.
How You’ll Grow at In Time Tec
In Time Tec, has made significant investments to create a stimulating environment for its people to grow. We want each of our employees to grow in their way and play their roles while honing their ownership abilities. As part of those efforts, we provide our professionals with a range of educational opportunities to help them grow in their career.  
Our guiding principles of leadership, trust, transparency, and integrity serve as the foundation for everything we do and every success we achieve. We are proud of these fundamental principles since they demonstrate our dedication towards them as a “One Team”.

We value every individual by giving them the freedom to make daily decisions that can support their health, well-being, confidence, and awareness. Our leadership team is there to offer the safe base by giving the right budding environment, instruction, tools, and chances necessary for your professional development in achieving your goals. 
Our people and culture work together in a collaborative environment, making In Time Tec a thriving place to work. You can find out more about Life at In Time Tec  here.

IT Support Engineer, Helpdesk Engineer, Desktop Support, Microsoft 365, Office 365, Technical Support, , Windows 10, Windows 11, Active Directory, Microsoft Outlook, Microsoft Teams, OneDrive, Exchange Online, Hardware Troubleshooting, Software Installation, Networking, DNS, DHCP, TCP/IP, VPN, Printer Support, Ticketing, ServiceNow, Fresh service, Endpoint Support, L1 Support