IT Helpdesk L2+ Engineer

Job Description: Role: IT Helpdesk L2+ Engineer (Offshore - Karachi Branch Office Team)

Work mode: On-site, Karachi, Pakistan

Shift: Morning shift (12:30 PM - 09:30 PM PKT summer; 1:00 PM - 10:00 PM PKT winter)

Overview: Join an MSP support team providing remote support for international clients. The role requires strong Microsoft technology skills, ticketing experience and client-facing communication.

Responsibilities: • Provide L2+ support for Windows Server (2012/2016/2019/2022) and Active Directory/Group Policy administration • Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and Entra ID (Azure AD) • Manage endpoints using Intune / Endpoint Manager and RMM platforms; perform deployments and remote troubleshooting • Troubleshoot networking fundamentals: DNS, DHCP, TCP/IP, VPN and basic firewall issues • Use ticketing systems to track and document incidents and changes (ServiceNow, ConnectWise, Jira Service Management, etc.) • Investigate logs, replicate issues and use diagnostic tools (Event Viewer, PowerShell, network traces) • Automate routine tasks and bulk user management with PowerShell scripting • Perform backups, imaging and restoration procedures • Communicate with international clients and escalate incidents Job Specification: Must-have:

• Strong experience with Windows Server (2012/2016/2019/2022) • Active Directory and Group Policy management • Microsoft 365 services: Exchange Online, Teams, OneDrive and Azure AD / Entra ID administration • Endpoint management: Intune and RMM platforms • Networking fundamentals: DNS, DHCP, TCP/IP, VPN, basic firewall troubleshooting • Experience with ticketing systems (ServiceNow, ConnectWise, Jira Service Management) • Log analysis and diagnostic tools: Event Viewer, PowerShell, network traces • PowerShell scripting for automation and bulk user management • Backup, imaging and restoration experience

Preferred:

• Familiarity with cloud backups and RMM best practices • Experience supporting international/managed services clients and strong client-facing communication skills