IT Support Engineer Level 1

About the role

Excello BPO is looking for an IT Support Engineer to provide first-line technical support across multiple client environments. The role covers troubleshooting Microsoft 365, Windows Server and network connectivity, maintaining virtual servers, configuring firewalls and VPNs, and keeping clients informed while their tickets are open. The schedule is 8:00 a.m. to 5:00 p.m. Eastern Time, with on-site availability.

Key responsibilities

• Triage incoming tickets, assess the impact on users and troubleshoot issues using remote support tools.
• Support Microsoft 365, Active Directory, Azure and Windows Server; investigate sign-in, access and permissions issues and document changes made.
• Configure and troubleshoot firewalls and VPN connections, isolate connectivity problems and verify user access.
• Administer virtual servers in VMware environments and troubleshoot availability or performance issues.
• Run vulnerability scans, document findings and contribute to disaster recovery plans.
• Keep ticket records current and escalate issues with business impact, steps taken and results.
• Communicate with clients in English, give progress updates and confirm service restoration before closing tickets.

Required profile

• 2-3 years of experience in systems or network engineering or administration.
• University degree in Information Technology, Computer Science, Systems Engineering or a related field.
• Excellent spoken and written English, able to explain technical issues clearly to clients and document troubleshooting steps for other engineers.

Required skills

• Hands-on experience with Microsoft 365, Active Directory, Azure and Windows Server.
• Experience configuring or troubleshooting firewalls, VPNs and network connectivity.
• Experience with VMware virtual servers, remote support tools and ticketing platforms such as ConnectWise, Kaseya, ServiceNow or similar.