IT Operations & Support Engineer

Rapidev Pvt Ltd is seeking a skilled IT Operations & Support Engineer with 4 to 5 years of experience to join their team on a full-time, onsite basis at their Islamabad office. The role involves managing daily IT operations and providing technical support across the organization. The successful candidate will handle end-user support, IT infrastructure administration, helpdesk and SLA management, IT asset lifecycle, and maintenance of workplace technology systems. This position requires a blend of hands-on technical skills, strong coordination, documentation abilities, and service management expertise. Office hours are from 9:00 AM to 6:00 PM.

Key Responsibilities:
- Manage helpdesk operations including incident, service request, and change management, perform daily system health checks, and ensure SLA compliance.
- Provide hands-on support for Windows and Linux operating systems, desktop hardware and software issues, peripherals, and basic wired/wireless network troubleshooting.
- Administer Active Directory, DNS, DHCP, Group Policy, Microsoft 365, domains, hosting, SSL certificates, mobile device management (MDM), and remote support tools.
- Maintain and troubleshoot CCTV, IP telephony, biometric attendance, and access-control systems.
- Maintain asset inventories, track equipment allocation and lifecycle, coordinate IT procurement, and ensure software license compliance.
- Oversee security and access management including user onboarding/offboarding, access permissions, password policies, device encryption, antivirus/endpoint detection and response (AV/EDR), and basic security compliance.
- Liaise with Microsoft, hosting providers, ISPs, hardware OEMs, domain registrars, and other vendors to resolve issues and maintain service quality.
- Maintain IT standard operating procedures (SOPs), technical documentation, asset records, and conduct IT induction and user awareness sessions.
- Identify recurring issues, improve support processes, and implement measures to enhance service quality, system availability, and user experience.
- Coordinate with IT support officers, technicians, and relevant departments to ensure timely resolution of technical issues and uninterrupted IT services.

Required Qualifications:
- Bachelor’s degree (16 years of education) in Computer Science, Information Technology, Software Engineering, Telecommunications, or a related field from an HEC-recognized institution.
- 4–5 years of relevant experience in IT operations, technical support, and IT infrastructure administration.
- Strong hands-on experience with Windows/Linux, desktop troubleshooting, hardware maintenance, and end-user support.
- Working knowledge of Active Directory, DNS, DHCP, Group Policy, and Microsoft 365 administration.
- Understanding of LAN/WAN, Wi-Fi, basic firewall and VPN troubleshooting, and network support.
- Experience with ITSM/helpdesk tools, incident management, SLA monitoring, and change management.
- Familiarity with CCTV, IP telephony, biometric attendance, access-control systems, MDM, and remote support tools.
- Knowledge of IT asset management, procurement coordination, software licensing, and endpoint security solutions.
- Required certifications: ITIL 4 Foundation and a Microsoft certification such as MD-102 or MS-102.

Preferred Qualifications and Benefits:
Preferred certifications include CCNA or CompTIA Network+, CompTIA A+ or Security+, and Linux LPIC-1.

Rapidev offers a comprehensive benefits package including medical and life insurance, EOBI, gratuity, paid and annual leave encashments, bonuses, annual increments, appreciation tokens, and opportunities for learning through training and development programs.

Rapidev is a CMMI Level 5 certified organization operating at the forefront of cybersecurity, AI, communication systems, defense, energy efficiency, and climate change. The company is committed to addressing global challenges by developing innovative technology solutions. Rapidev is an equal opportunity employer, welcoming applicants from diverse backgrounds and fostering an inclusive work environment.

Interested candidates are encouraged to apply through the Rapidev Careers Portal by submitting their application and updated resume online. Only shortlisted candidates will be contacted for further processing.