1st Line Service Desk & Onsite Support Engineer

AMS Central Services Private Limited

Lahore , Pakistan

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Posted 4 days ago 17 views Report Job

We are seeking a 1st Line Service Desk & Onsite Support Engineer to serve as the initial point of contact for IT support within our office. This role involves managing support tickets and delivering hands-on, face-to-face assistance to users, ensuring smooth and efficient resolution of IT issues. The ideal candidate will be approachable and proactive, providing visible support while maintaining a high standard of customer service.

Key Responsibilities:
- Triage and resolve a variety of IT issues including Microsoft 365, password resets, printers, network connectivity, hardware, and meeting room technology. All incidents should be logged accurately in Halo PSA.
- Provide desk-side support, maintaining a visible and approachable presence to assist users directly.
- Build, configure, and deploy laptops and desktops using Intune and Endpoint Manager.
- Manage onboarding for new employees and handle offboarding processes, including device decommissioning.
- Maintain accurate asset records and coordinate repairs or warranty claims as needed.
- Escalate unresolved issues to 2nd Line support with clear and detailed documentation to ensure timely resolution.

Required Qualifications:
- Strong hands-on experience with hardware troubleshooting and IT support.
- Proficiency in Microsoft 365 applications and Windows 10/11 environments.
- Knowledge of Active Directory/Entra ID and Intune for device and user management.
- Experience providing onsite, face-to-face IT support in a professional setting.
- Excellent communication skills with a focus on customer service and user satisfaction.
- Ability to manage multiple support requests efficiently and maintain a proactive approach to problem-solving.

Preferred Qualifications and Benefits:
- This is a full-time, permanent position with hybrid working hours aligned to UK and Pakistan time zones (11:00 AM – 7:00 PM PKT).
- Competitive salary package with structured training and opportunities for professional development.
- Supportive and respectful work environment characterized by low staff turnover.
- Clear career progression pathways with performance-based bonuses and incentives.
- Benefits include Provident Fund, EOBI, and private health coverage.
- Regular team social activities and meals to foster a collaborative workplace culture.
- Ongoing performance and progress meetings to support employee growth and engagement.

Work Location: This role requires in-person attendance at the office to provide direct support and maintain a strong IT presence.

If you are a motivated IT professional with a passion for delivering excellent onsite support and a commitment to continuous improvement, this role offers an excellent opportunity to grow your career in a dynamic environment.