Level 1 IT Support Consultant (Remote)

About the Role Trivsec (Pvt) Ltd is a Microsoft 365-focused IT managed services provider supporting a multinational group of companies operating across the UAE, Sudan, South Africa, and Saudi Arabia. We are looking for a Level 1 IT Support Consultant to join our team as a dedicated remote support resource, providing first-line technical support across our client's Microsoft 365 environment. This is a full-time, fully remote position. You will work under the direct supervision of our Chief Architect, providing consistent, high-quality support during defined working hours that align with our client's operating regions. What You Will Do Respond to first-line IT support requests via our helpdesk system within defined SLA thresholds (30minutes for urgent issues, 1 hour for routine requests). Manage Microsoft 365 user administration: account creation, password resets, licence assignments, and mailbox support. Provide basic troubleshooting support for Microsoft Teams, Outlook, SharePoint, and OneDrive. Log, categorise, and update support tickets in accordance with our helpdesk process. Escalate unresolved or complex issues to the supervising principal promptly and clearly. Follow established IT governance, approval, and data handling processes at all times. What We Are Looking For 1-2 years of experience in an IT helpdesk, desktop support, or technical support role. Working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive). Strong written English communication skills for professional, user-facing correspondence. Ability to work independently within clearly defined processes and escalation boundaries. Comfortable working remotely with a reliable internet connection and a professional home working environment. Preferred (not required): Microsoft 365 Fundamentals (MS-900) Microsoft 365 Endpoint Administrator (MD-102) or equivalent ITIL Foundation certification Working Hours This role requires availability to cover support across multiple time zones spanning South Africa, Sudan, Saudi Arabia, and the UAE. Specific working hours will be confirmed during the interview process, but candidates should be comfortable with a working day that extends into the UAE business hours (9:00 AM to 5:00 PM GST). What We Offer A stable, full-time remote position with a growing IT managed services provider. Direct mentorship and supervision from a senior IT Architech . Exposure to enterprise-level Microsoft 365 administration across a multinational client base. Opportunity to grow into Level 2 or specialised roles as the company and client engagement expand. How to Apply Please send your CV and a brief note on your relevant experience to joinus@trivsec.com with the subject line: 'Application - Level 1 IT Support Consultant'.