Technical Support Engineer

4 days ago

Islamabad, Islamabad, Pakistan Cordatus Resource Group Full time $80,000 - $120,000 per year

We are looking for a proactive and technically skilled Technical Support Engineer to join our IT team. The ideal candidate should have 3-5 years of experience in providing multi-tier technical support, managing Office 365 environments, and working with ticketing systems such as N-Able N-Central or Atera. The candidate must be well-versed in ITIL best practices and capable of handling client-facing technical discussions independently.

Key Responsibilities:

  • Provide Tier I, II, and III support for hardware, software, and network-related issues.
  • Administer and troubleshoot Office 365 services including Exchange Online, SharePoint, Teams, and OneDrive.
  • Manage and resolve support tickets using N-Able N-Central or Atera ticketing systems.
  • Maintain and support Windows Server environments, including Active Directory, DNS, DHCP, and Group Policies.
  • Apply ITIL best practices in incident, problem, and change management processes.
  • Conduct root cause analysis and implement preventive measures for recurring issues.
  • Independently manage client meetings, providing technical updates and solutions.
  • Create and maintain technical documentation, SOPs, and user guides.
  • Collaborate with internal teams to ensure seamless IT operations and service delivery.
  • Monitor system performance and proactively identify areas for improvement.
  • Support onboarding/offboarding processes including account setup and access provisioning.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 3-5 years of experience in a technical support or systems administration role.
  • Hands-on experience with Office 365 administration and troubleshooting.
  • Proficiency in Windows Server and Microsoft infrastructure technologies.
  • Experience with N-Able N-Central or Atera ticketing systems.
  • Strong understanding of ITIL framework and multi-tier support operations.
  • Excellent communication and interpersonal skills for client interaction.
  • Ability to handle deep technical conversations and provide expert-level support.
  • Microsoft certifications such as:
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Microsoft 365 Certified: Enterprise Administrator Expert
  • Microsoft Certified: Windows Server Hybrid Administrator Associate

Preferred Skills:

  • Experience with remote monitoring and management (RMM) tools.
  • Familiarity with PowerShell scripting for automation and system tasks.
  • Exposure to cloud platforms like Azure or AWS.
  • Knowledge of endpoint protection, backup solutions, and patch management.

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