M365 L1 Service Support Resource

About the role

We are looking for an experienced M365 L1 Service Support Resource to deliver on‑site, first‑line Microsoft 365 support to employees and senior management in a dynamic enterprise environment. The role requires strong face‑to‑face communication, independent problem‑solving and a commitment to high‑quality service.

Key responsibilities

• Provide first‑level on‑site support for Microsoft 365 users, including Outlook, Teams, OneDrive, SharePoint and Office applications.
• Troubleshoot and resolve hardware, software, network connectivity and authentication issues.
• Configure and support user accounts, devices and Microsoft 365 applications.
• Install, configure and troubleshoot desktops, laptops, peripherals and collaboration tools.
• Escalate complex incidents to L2/L3 teams and maintain complete documentation.
• Maintain accurate incident, service request and asset records in the ITSM platform.
• Support meeting rooms and collaboration technologies as needed.
• Assist with onboarding, off‑boarding and user provisioning activities.

Required profile

• Bachelor's degree or Diploma in Computer Science, IT or related field.
• 2–5 years of experience in IT Service Desk, Desktop Support or Microsoft 365 end‑user support.
• Strong communication and interpersonal skills with the ability to support executives.
• Ability to work independently and adapt to changing priorities.
• Willingness to work full‑time on‑site in Abu Dhabi.

Required skills

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office).
• Windows operating system troubleshooting.
• Active Directory and Microsoft Entra ID (Azure AD) administration.
• ITSM ticketing systems (ServiceNow, BMC, Jira Service Management).
• Hardware diagnostics and peripheral configuration.
• Network connectivity and authentication troubleshooting.