System Support Engineer (Email & Collaboration Platforms)

Job Summary

We are seeking a System Support Engineer to provide end-user and remote support for our organization's email and collaboration platforms. The ideal candidate will have expertise in Microsoft 365, Google Workspace, and Zoho Workspace, with strong troubleshooting skills and ticketing system experience. Fluent spoken and written English skills required.

Key Responsibilities
Email & Collaboration Support

• Administer and support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• Manage Google Workspace (Gmail, Drive, Calendar, Meet) user accounts and permissions
• Configure and troubleshoot Zoho Mail accounts, email routing, and settings
• Support email clients (Outlook, Thunderbird) across various devices
• Handle email migration, forwarding, distribution lists, and shared mailboxes
• Troubleshoot email delivery issues, sync problems, and access permissions

End-User & Remote Support

• Provide technical support via phone, email, and remote desktop tools
• Troubleshoot user authentication, password resets, and MFA issues
• Support file sharing, collaboration tools, and cloud storage
• Assist with software installations and application configurations
• Resolve user access and permission issues across platforms

System Administration

• Create, modify, and disable user accounts across all platforms
• Configure security policies and compliance settings
• Monitor system health and performance
• Maintain documentation for procedures and troubleshooting guides
• Perform system updates and maintenance tasks

Networking & Troubleshooting

• Diagnose network connectivity issues (DNS, DHCP, VPN)
• Troubleshoot LAN/WAN problems affecting email and collaboration services
• Perform basic router and switch configuration
• Resolve IP conflicts and network printer issues

Ticket Management

• Log, track, and resolve tickets using Jira, Mojo Helpdesk, or ServiceNow
• Prioritize tickets based on urgency and business impact
• Maintain detailed ticket documentation and resolution notes
• Generate reports on ticket metrics and common issues
• Escalate complex issues appropriately

Required Qualifications

Education & Experience

• Bachelor's degree in Computer Science, IT, or related field
• 2-3 years of experience in IT support or system administration
• Proven experience with Microsoft 365, Google Workspace, and Zoho Mail

Technical Skills

• Strong knowledge of Microsoft 365 Admin Center and Exchange Online
• Proficiency with Google Workspace Admin Console
• Experience with Zoho Mail administration
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Windows 10/11 and macOS troubleshooting
• Experience with Jira, Mojo Helpdesk, or ServiceNow
• Remote support tools (TeamViewer, AnyDesk, RDP)

Soft Skills

• Excellent problem-solving abilities
• Strong communication skills
• Customer service-oriented mindset
• Ability to work independently
• Detail-oriented with good documentation skills

Preferred Qualifications

• Microsoft 365 Certified: Fundamentals or Associate
• Google Workspace Administrator Certification
• CompTIA A+ or Network+ certification
• Experience with PowerShell or scripting

Work Location: In person