Senior IT Support Engineer

2 weeks ago

Islamabad, Islamabad, Pakistan Inter Prompt Global Full time 900,000 - 1,200,000 per year

Responsibilities:

  • Provide first- and second-line remote technical support for desktops, laptops, printers, mobile devices, and network connectivity to Field Engineers and end-users.
  • Diagnose, troubleshoot, and resolve hardware, software, and network-related issues with Field Engineers to ensure minimal downtime and seamless operations.
  • Guide on-site technicians through step-by-step troubleshooting, hardware replacement, and configuration tasks.
  • Receive and analyze log files to identify root causes and create detailed action plans for resolution.
  • Assist in the installation, configuration, and maintenance of operating systems, applications, and security updates to keep systems secure and up to date.
  • Manage user accounts, access permissions, and system security controls to safeguard data and maintain compliance.
  • Support IT infrastructure, including servers, cloud platforms, and VPN connectivity, ensuring reliable performance and availability.
  • Document incidents, resolutions, and technical procedures to build a robust knowledge base for the team.
  • Prepare Root Cause Analysis (RCA) reports for recurring or critical issues.
  • Provide feedback and escalate unresolved issues to internal teams or vendors for further investigation.
  • Train and mentor engineers on troubleshooting techniques, tools, and best practices to enhance team capabilities.
  • Share knowledge and updates on emerging technologies, tools, and company processes.
  • Coordinate and oversee project tasks, ensuring alignment with timelines, deliverables, and client expectations.
  • Collaborate with on-site teams, technical teams, clients, and vendors to support successful project outcomes.
  • Maintain strong, professional, and positive relationships with clients by providing timely updates and clear communication.
  • Prioritize and manage multiple open tickets and tasks, ensuring efficient issue handling and resolution.

Mandatory Requirements:

  • Bachelor's degree in computer engineering, Networking, Telecommunication or relevant degree from a reputed university or institute
  • 2 to 3 years of experience of working in a similar role
  • Strong technical skills network, system and problem-solving abilities
  • Excellent communication skills

Preferred Requirements:

  • Certifications/ Training like CCNA, MCP, MCSA are a plus.
  • Experience with servers, cloud, or virtualization.
  • Knowledge of firewalls, VPNs, and Security basics.
  • Familiarity with ticketing systems is a plus.
  • Strong documentation

Job Type: Full-time

Work Location: In person

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