Level 1 IT Helpdesk Support Engineer

Mushaaf IT is seeking a motivated and customer-focused Level 1 IT Helpdesk Support Engineer to join our technical support team. This role serves as the first point of contact for end users, providing timely and professional IT assistance to resolve common technical issues in a Managed Service Provider environment. The ideal candidate possesses strong technical knowledge and excellent communication skills to effectively troubleshoot user problems and collaborate with senior engineers on escalated incidents. The Level 1 IT Helpdesk Support Engineer supports a variety of technologies including Windows 10/11, Microsoft 365, Active Directory, and basic networking. This position focuses on delivering exceptional customer service while maintaining and administering user accounts and group policies. The role requires managing IT support requests through help desk ticketing systems and providing remote desktop support to ensure minimal downtime and high user satisfaction. This position does not involve team management responsibilities but works closely with other IT staff to maintain smooth and efficient service delivery. Responsibilities • Respond promptly and professionally to IT support requests submitted via help desk ticketing systems. • Provide first-line troubleshooting and resolution for Windows 10 and Windows 11 operating systems related issues. • Assist end users with Microsoft 365 applications and services support. • Manage user accounts, groups, and group policy administration in Active Directory and Entra ID environments. • Perform basic network troubleshooting to identify and resolve common connectivity issues. • Deliver remote desktop support to diagnose and fix user technical problems efficiently. • Collaborate with senior engineers to escalate and resolve more complex technical incidents. • Document all troubleshooting processes and resolutions accurately within the ticketing system. • Ensure customer satisfaction by communicating clearly with users and providing timely updates on incident status. • Maintain knowledge of the latest IT support practices and technologies relevant to the MSP environment. • Provide technical support aligned with company policies and service level agreements. • Assist in maintaining system security by following organizational IT policies and procedures. • Continuously improve technical skills and participate in training sessions as required.