Microsoft L1 Support Engineer

DysrupIT Pty; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

DysrupIT is seeking a reliable Microsoft L1 Support Engineer in the Philippines to provide first-line technical support for Microsoft-based platforms and end users. The role involves handling incidents, service requests, and basic troubleshooting while ensuring timely resolution and excellent user experience.

You will monitor and log issues in the ticketing system, escalate to L2/L3 teams when needed, and maintain clear documentation of solutions.

Qualifications

• 2–4 years of experience in IT Support or Service Desk roles.
• Hands-on experience supporting Microsoft technologies (Windows 10/11, Microsoft 365).
• Familiarity with ITSM tools and SLAs.
• Strong communication and customer service skills.
• Ability to work independently and prioritize tasks.

Responsibilities

• Provide Level 1 support for Microsoft technologies and end-user issues.
• Log and resolve incidents and service requests through the ticketing system.
• Perform initial diagnosis, troubleshooting, and resolution of common technical issues.
• Escalate complex or unresolved issues to L2/L3 with proper documentation.
• Support users across Microsoft platforms, ensuring minimal business disruption.
• Participate in rotational on-call weekend support (once per month).
• Follow incident, change, and service management processes and SLAs.
• Maintain accurate documentation of issues, resolutions, and standard procedures.

Skills

Customer service

Communication

Troubleshooting

Time management

Prioritization

Independent work

Tools

Windows OS

Microsoft 365

AD/Exchange Admin

ITSM tools (ServiceNow/Jira)

Networking basics (LAN/WAN/DNS/VPN)

Job description

Microsoft L1 Support Engineer

Company : DysrupIT

Job Type : Full Time

Location : Philippines

Job Description - Microsoft L1 Support Engineer

JOB SUMMARY:

We are looking for a reliable and customer-focused Microsoft L1 Support Engineer to provide first-line technical support for Microsoft-based platforms and end users. The role involves handling incidents, service requests, and basic troubleshooting while ensuring timely resolution and excellent user experience. The position requires participation in a rotational on-call schedule during weekends (approximately once per month).

JOB RESPONSIBILITIES:

• Provide Level 1 support for Microsoft technologies and end-user issues
• Monitor, log, and resolve incidents and service requests through the ticketing system
• Perform initial diagnosis, troubleshooting, and resolution of common technical issues
• Escalate complex or unresolved issues to L2/L3 support teams with proper documentation
• Support users across Microsoft platforms, ensuring minimal disruption to business operations
• Participate in rotational on-call weekend support (once per month)
• Follow incident, change, and service management processes and SLAs
• Maintain accurate documentation of issues, resolutions, and standard procedures
• Communicate clearly with users regarding issue status and resolution progress
• Assist in basic system monitoring and health checks

JOB QUALIFICATIONS:

• 2–4 years of experience in IT Support or Service Desk roles
• Hands-on experience supporting Microsoft technologies, such as:
• Windows OS (Windows 10/11)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• M365 Active Directory/Exchange Admin (user account management, password resets, group policies, assign license)
• Familiarity with ITSM tools (e.g., ServiceNow, Jira or similar ticketing systems)
• Basic understanding of networking concepts (LAN/WAN, DNS, VPN)
• Experience working in a structured support environment with SLAs
• Strong communication and customer service skills
• Ability to work independently and prioritize tasks effectivelyWillingness to work on a rotational on-call schedule
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced support environment