Support Engineer (Microsoft)

Location: Remote from Lagos, Nigeria; working hours are 9 am–6 pm EST (New York City time zone).

Company

IT services provider focused on client support, complex problem-solving, and reliable technology operations.

What you will do

• Troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems.
• Communicate with clients, build trust, manage expectations, and drive positive resolutions.
• Prioritize and manage the ticket queue, including warm-transfer escalations.
• Create and maintain internal knowledge-base documentation.
• Coordinate with clients and vendors to resolve incidents end to end.
• Participate in weekly meetings, team-led training, and collaborative service improvement.

Requirements

• Hands-on experience troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP.
• Knowledge of advanced networking principles and experience troubleshooting firewalls, switches, and Wi-Fi.
• Experience with Remote Desktop, RemoteApps, or similar remote access solutions.
• Strong customer-service, communication, documentation, and problem-solving skills.
• Willingness to learn and collaborate with teammates.

Culture & Benefits

• Remote work with defined EST working hours.
• Access to modern IT tools and practical internal documentation.
• Team-led training and exposure to new technologies.
• Opportunities for professional growth and increased responsibility.
• Collaborative culture that values initiative, accountability, and employee input.