System Engineer

Our Employee Value PropositionAdvancing our PeopleAdvancing our WorldAt 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.Role Purpose(s):End User support to all CrimsonLogic staff and departments for corporate systems and services.CrimsonLogic Corporate IT Service Centre team is supporting 1000+ users across the world and using latest Microsoft Technologies and Services. Understand Corporate IT strategy, processes, policies and procedures / Customer Service & Service Standards managementEnd User Support setup in CorporatePC / Notebooks management and configurationEnd Point security techniques and principles (End point security detection and resolution not limited to encryption / Antivirus / Anti-spam / Anti-malware / Patching of machines, etc)Inventory management (software / hardware , etc)Key AccountabilitiesInstalling and configuring computer hardware, software, systems, networks, printers and scannersMonitoring and maintaining computer systems and networksResponding in a timely manner to service issues and requestsProviding technical support across the company Setting up accounts for new usersRepairing and replacing equipment as necessaryTesting new technologyGood written and communication skillsJob Responsibilities & DutiesProvide first-level support for Active Directory, Microsoft 365 end-user issues (Outlook, Teams, OneDrive, SharePoint, Office apps) including login/MFA, profile setup, sync issues, mailbox access, and Teams meeting/audio troubleshooting.Provide standby 24/7 on-call support.Process incidents and service requests via the IT Service Centre Portal; perform initial triage, prioritize by impact/urgency, and ensure accurate categorization, assignment, and timely updates until closure.Support endpoint provisioning and setup (Windows devices, peripherals, printers) including joining/enrolling devices to corporate management, applying standard builds, and verifying baseline security controls.Assist with Microsoft Intune operational tasks such as device enrollment validation, policy/app deployment checks, compliance status check, basic troubleshooting of configuration profiles, and escalating complex issues with required logs/screenshots.Perform routine checks and first-line troubleshooting for endpoint/network connectivity (Wi‑Fi, VPN, LAN), printing services, and common application errors; escalate to L2/L3 or vendor support following standard escalation paths.Support user onboarding/offboarding activities, including preparing laptops, assisting with account/access requests, and ensuring the completion of required handover/return steps in accordance with access control procedures.Maintain accurate documentation and work notes in the IT Service Centre Portal (root cause, resolution steps, workaround, screenshots/logs) and contribute to knowledge articles/FAQs to improve self-service and reduce repeat incidents.Coordinate hardware repair/replacement and asset management activities (tagging, inventory updates, issuance/return records) and ensure end-user communication for collection, delivery, and device readiness.Assist with testing and rollout of new Microsoft 365/Intune changes (app updates, policy changes, device configurations), participate in UAT as required, and communicate user impact and simple usage guidance clearly to staff.Education RequirementsBachelor’s degree/Diploma in Computer Science or related disciplineWorking Experience RequirementsAt least 2 years of IT working experience in end-user support, service desk, desktop support, or Microsoft 365 support environments, with exposure to IT compliance processes.Familiarity with Active Directory, Microsoft 365 user support (Outlook, Teams, OneDrive) gained through coursework, labs, internships, or personal projects.Understanding of endpoint and device management concepts (e.g., Windows setup, device enrolment, software installation, basic security hygiene); exposure to Microsoft Intune is an advantage.Comfortable using a ticketing/helpdesk system or able to learn quickly to log, update, and document incidents/service requests accurately.Customer service mindset with clear communication and willingness to document troubleshooting steps (work notes/knowledge articles).Eager to learn new workspace technologies, and prepared to take responsibility while multitasking.Skills RequiredFoundational troubleshooting skills for Active Directory, Windows 10/11, Microsoft 365 apps (Outlook, Teams, OneDrive), printers, and common end-user issues.Understanding of Microsoft 365 sign-in and access concepts (password resets, MFA, account lockouts) and ability to follow access control procedures.Understanding of endpoint/device management concepts (device enrollment/joining, software installation, patching and basic security hygiene); exposure to Microsoft Intune is an advantage.Basic networking knowledge (IP/DNS, Wi‑Fi, VPN) and ability to perform first-line connectivity checks/troubleshooting with guidance.Comfortable using a ticketing/helpdesk system or able to learn quickly to log, categorize, update, and document incidents/service requests with clear work notes.Customer service mindset with clear verbal and written communication; able to explain troubleshooting steps in simple terms to end users.Able to prioritise multiple tickets/tasks, follow SLAs, and escalate appropriately when issues are beyond scope or permissions require L2/L3 support.Detail-oriented and disciplined in documentation (work notes, handover details, asset tracking) with a strong willingness to learn and improve.