ABOUT US

Micronet is a globally trusted Managed Services Provider (MSP) with over 20 years of experience delivering 24/7 IT support and technology solutions to businesses across the UK, US, Middle East, and Asia. We specialize in the hospitality and leisure sector, partnering with leading brands to support their IT infrastructure, security, and expansion projects. With a strong focus on customer service and technical excellence, our team plays a critical role in keeping our clients operational around the clock.
We are now seeking a Level 1 Support Engineer to join our growing remote team and become the first point of contact for our clients’ IT support needs.

REQUIRED SKILLS & EXPERIENCE

· Previous experience in a helpdesk or IT support role (minimum 1 year preferred)
· Good understanding of Windows 10/11, Microsoft 365, and remote desktop support tools
· Familiarity with basic networking principles (IP, DNS, DHCP troubleshooting)
· Strong communication and interpersonal skills
· Customer-focused mindset with a proactive and problem-solving attitude
· Ability to work independently and as part of a remote support team
· Experience with a ticketing system such as Kaseya, Zendesk, or similar is a plus

ROLE OVERVIEW

As a Level 1 Support Engineer, you will handle the initial triage and resolution of technical support requests. You’ll work closely with our internal Level 2 and Level 3 teams and assist end-users with a range of IT issues, primarily across Microsoft 365, Windows environments, VPN, and common office hardware.

KEY RESPONSIBILITIES

· Act as the first line of support for all incoming IT issues via phone, email, or ticketing system
· Perform password resets and resolve account lockouts
· Manage mailbox permissions, distribution groups, and email settings in platforms like Microsoft 365
· Conduct basic network troubleshooting for connectivity issues
· Handle new starter provisioning, leavers, and user transfers
· Manage access permission requests for platforms such as SharePoint, Office 365, and Google Workspace
· Provide laptop/desktop support, including application installations and updates
· Troubleshoot software issues, installations, and performance slowdowns
· Investigate and resolve device performance problems, including BSOD (blue screen errors)
· Assist with device builds and setups for new hardware
· Support users with printer setup and connectivity
· Provide access and configuration assistance for VPN connections
· Offer peripheral support for devices including keyboards, mice, docking stations, etc.