IT Support Engineer

3 days ago

Pakistan TenX Full time 50,000 - 80,000 per year
Job Summary
The IT Support Engineer is responsible for delivering advanced technical support, maintaining IT infrastructure, and ensuring high availability of systems and networks. The role includes L1/L2/L3 support duties, system administration tasks, network troubleshooting, and contributing to IT projects, security, and process improvements.
Key Responsibilities
Technical Support & Troubleshooting
  • Provide Level 1–2 (and some Level 3) support for desktops, laptops, servers, and network devices.
  • Troubleshoot complex issues related to Windows OS, Microsoft 365, email, VPN, and enterprise applications.
  • Handle system upgrades, installations, patching, and performance tuning.
  • Manage user accounts, access controls, MFA, SSO, and permissions in Entra ID / Active Directory.
Infrastructure & Systems Administration
  • Install, configure, and maintain servers (Windows/Linux), virtualization (Hyper-V/VMware), and storage.
  • Monitor system performance, logs, backups, and high-availability setups.
  • Support cloud platforms including Azure, Microsoft 365, and endpoint management via Intune.
  • Assist in network operations including routing, switching, VLANs, firewalls, and wireless management.
Network & Security
  • Troubleshoot network issues (LAN/WAN/Wi-Fi) and ensure stable connectivity for all users.
  • Configure and maintain firewalls (Fortinet/Cisco/SonicWall), VPN tunnels, and security policies.
  • Ensure compliance with security frameworks (ISO and enforce best practices.
  • Deploy and manage endpoint security tools such as antivirus, EDR, and device encryption.
IT Projects & Implementation
  • Participate in IT rollouts, cloud migrations, system upgrades, and security enhancement projects.
  • Assist in deploying Intune policies, MDM configurations, and automated provisioning.
  • Support DR/BCP planning and testing activities.
Documentation & Support Operations
  • Maintain accurate documentation including SOPs, network diagrams, asset inventory, and change logs.
  • Provide user training, knowledge base articles, and ensure timely resolution of support tickets.
  • Coordinate with vendors for hardware/software issues, warranties, and escalations.
Required Skills & Qualifications
  • Bachelor's degree in IT, Computer Science, or related field.
  • 3 years of hands-on technical support or system administration experience.
  • Strong expertise in Windows OS, servers, Microsoft 365, Azure AD/Entra ID, Intune, and networking.
  • Solid understanding of routers, switches, firewalls, VPN, DNS, DHCP, VLANs, and security principles.
  • Excellent analytical, troubleshooting, and communication skills.
Preferred Skills (optional)
  • Experience with cloud migrations, automation scripts (PowerShell), or ITIL processes.
  • Knowledge of virtualization (VMware/Hyper-V) and backup technologies (Veeam).
  • Familiarity with SIEM, EDR, and security monitoring tools.

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