Verified Job
IT / Software / Data Analyst
IT Service Centre – Microsoft 365 Support Engineer (Level 1 to Level 2)
IT / Software / Data Analyst
#54482
Remote / WFH
CrimsonLogic
Job Description
Our Employee Value Proposition
Advancing our People.
Advancing our World.
At CrimsonLogic, we put your Career and Well-being first.
We are committed to advancing your career through a full spectrum of professional Development programs with the support of a strong Total Rewards philosophy that focus on your well-being.
We believe that by investing in each and every one of our employees’ professional and personal growth, we can collectively make a positive impact on the world as we strive for greatness together in a nurturing and inclusive workplace.
Job Purpose
The purpose of the role is to support IT compliance review activities while delivering timely Level 1 Microsoft 365 end-user support, desktop support, and user account and license administration to meet corporate IT objectives.
Key Accountabilities
The Level 1 / Level 2 IT Support Specialist is the first point of contact for end users seeking technical assistance. The role focuses on resolving common hardware, software, network, and account-related issues quickly, while escalating complex problems to Level 2.5 / 3 teams. The position is critical to maintaining productivity, user satisfaction, and SLA compliance across the organization.
Job Responsibilities & Duties
• Respond to incoming support requests via phone, email, chat, and ticketing system
• Respond to incidents and service requests raised through approved support channels, perform initial diagnosis, troubleshoot common issues, and resolve within agreed service levels.
• Diagnose and resolve basic hardware issues (laptops, desktops, printers, peripherals, mobile devices) in remote troubleshooting and escalate to HQ team those that require physical check
• Troubleshoot software issues across Windows, macOS, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and standard business applications.
• Perform user account management tasks: password resets, account unlocks, MFA setup, group/distribution list updates in Active Directory / Entra ID based on approved procedures
• Assist users with Microsoft 365 application setup, profile configuration, sign-in issues, email access, calendar issues, Teams meetings, file access, and OneDrive sync problems.
• Support VPN, Wi-Fi, and basic network connectivity issues.
• Log all incidents and service requests accurately in the ticketing system, with clear notes and resolution steps
• Escalate unresolved issues to Level 2.5 / 3 support with full diagnostic context.
• Maintain and update the IT knowledge base with FAQs, how-to guides, and known fixes.
• Assist with onboarding/offboarding: overseas equipment setup, account creation, access provisioning.
• Follow IT security policies and report potential incidents (phishing, malware, unauthorized account)
• Guide users on Microsoft 365 best practices, secure usage, and standard IT support processes to improve user experience and adoption.
• Keep updated with Microsoft 365 service changes, support advisories, and standard operating procedures relevant to end-user support.
• IT Compliance
• Ensure compliance of IT processes with Information Security Policies of the Organization
• Conduct the review of existing IT Policies and Procedures
• Recommend and implement improvement in IT Policies / Procedures
• Handle the compliance process, checklist, and items of Internal and External Audits
• Document the required artifacts complying to the policies and procedures.
Minimum Education/Qualifications
Diploma or Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
Minimum Years of Experience
• At least 2 to 3 years of IT working experience in end-user support, service desk, desktop support, or Microsoft 365 support environments, with exposure to IT compliance processes.
Advancing our People.
Advancing our World.
At CrimsonLogic, we put your Career and Well-being first.
We are committed to advancing your career through a full spectrum of professional Development programs with the support of a strong Total Rewards philosophy that focus on your well-being.
We believe that by investing in each and every one of our employees’ professional and personal growth, we can collectively make a positive impact on the world as we strive for greatness together in a nurturing and inclusive workplace.
Job Purpose
The purpose of the role is to support IT compliance review activities while delivering timely Level 1 Microsoft 365 end-user support, desktop support, and user account and license administration to meet corporate IT objectives.
Key Accountabilities
The Level 1 / Level 2 IT Support Specialist is the first point of contact for end users seeking technical assistance. The role focuses on resolving common hardware, software, network, and account-related issues quickly, while escalating complex problems to Level 2.5 / 3 teams. The position is critical to maintaining productivity, user satisfaction, and SLA compliance across the organization.
Job Responsibilities & Duties
• Respond to incoming support requests via phone, email, chat, and ticketing system
• Respond to incidents and service requests raised through approved support channels, perform initial diagnosis, troubleshoot common issues, and resolve within agreed service levels.
• Diagnose and resolve basic hardware issues (laptops, desktops, printers, peripherals, mobile devices) in remote troubleshooting and escalate to HQ team those that require physical check
• Troubleshoot software issues across Windows, macOS, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and standard business applications.
• Perform user account management tasks: password resets, account unlocks, MFA setup, group/distribution list updates in Active Directory / Entra ID based on approved procedures
• Assist users with Microsoft 365 application setup, profile configuration, sign-in issues, email access, calendar issues, Teams meetings, file access, and OneDrive sync problems.
• Support VPN, Wi-Fi, and basic network connectivity issues.
• Log all incidents and service requests accurately in the ticketing system, with clear notes and resolution steps
• Escalate unresolved issues to Level 2.5 / 3 support with full diagnostic context.
• Maintain and update the IT knowledge base with FAQs, how-to guides, and known fixes.
• Assist with onboarding/offboarding: overseas equipment setup, account creation, access provisioning.
• Follow IT security policies and report potential incidents (phishing, malware, unauthorized account)
• Guide users on Microsoft 365 best practices, secure usage, and standard IT support processes to improve user experience and adoption.
• Keep updated with Microsoft 365 service changes, support advisories, and standard operating procedures relevant to end-user support.
• IT Compliance
• Ensure compliance of IT processes with Information Security Policies of the Organization
• Conduct the review of existing IT Policies and Procedures
• Recommend and implement improvement in IT Policies / Procedures
• Handle the compliance process, checklist, and items of Internal and External Audits
• Document the required artifacts complying to the policies and procedures.
Minimum Education/Qualifications
Diploma or Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
Minimum Years of Experience
• At least 2 to 3 years of IT working experience in end-user support, service desk, desktop support, or Microsoft 365 support environments, with exposure to IT compliance processes.
