IT Support Executive

Marcus Evans is a global media, corporate marketing, and business intelligence company with a workforce of 3,000 professionals across 59 locations worldwide. The company delivers timely information across various sectors and markets, supporting client growth and performance. The IT Support Analyst role is based in the Islamabad office and involves providing 1st and 2nd line technical support for end-user computing, Microsoft 365 services, applications, voice systems (3CX), and basic network connectivity issues. Operating within a global follow-the-sun support model, the analyst will collaborate remotely with IT teams across EMEA, APAC, and North America, occasionally providing support during regional overlap periods or escalations. The role requires delivering prompt, high-quality technical assistance, resolving incidents efficiently, and maintaining accurate documentation aligned with global IT standards. Working hours are from 4 pm to 12 am Islamabad time, with some flexibility.

Key Responsibilities

- Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues through the Service Desk platform.
- Diagnose and resolve hardware and software problems within Windows 10/11 enterprise environments.
- Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive, with escalation to 3rd line Infrastructure Support when necessary.
- Resolve incidents within agreed SLAs and escalate complex issues appropriately.
- Maintain clear, structured ticket documentation to ensure smooth cross-regional handoffs.
- Administer user and computer accounts in Active Directory, including password resets, account unlocks, and group membership changes.
- Support Azure AD (Entra ID) user administration and manage device enrollment and policy enforcement using Microsoft Intune.
- Perform user moves, adds, and changes (MACs) while maintaining accurate asset and configuration records.
- Ensure endpoint antivirus, security tools, and Windows updates comply with company standards.
- Support multi-factor authentication (MFA) and conditional access policies.
- Follow global IT security and change management procedures.
- Troubleshoot networking issues such as DNS, DHCP, VPN, firewalls, and switch connectivity at 1st and 2nd line levels.
- Implement minor network configuration changes when authorized and escalate complex infrastructure issues.
- Participate in the global ticket queue to support the follow-the-sun operating model.
- Provide remote support to EMEA and APAC users during overlap periods.
- Ensure effective cross-regional communication and structured escalation.
- Offer on-site floor support at the Islamabad office as needed.
- Participate in scheduled after-hours or overlap support to maintain global service continuity.
- Contribute to knowledge base documentation and continuous service improvement initiatives.
- Assist with office moves, which may require travel.

Required Qualifications

- Minimum of 2 years’ experience in a 1st or 2nd line IT support role.
- Proven experience supporting Windows 10/11 enterprise environments.
- Strong working knowledge of Microsoft 365 administration.
- Experience managing users and devices in Active Directory and Azure AD.
- Familiarity with Microsoft Intune for endpoint management.
- Basic troubleshooting skills for networking concepts including DNS, DHCP, VPN, firewalls, and switches.
- Experience working within an SLA-driven Service Desk environment.
- Excellent written and verbal communication skills.
- Ability to prioritize and manage multiple concurrent incidents effectively.
- Customer-focused and service-oriented approach.
- Required certification: Microsoft 365 Certified: Fundamentals (Exam MS-900).

Preferred Qualifications

- Microsoft Certified: Azure Fundamentals (Exam AZ-900).
- Exposure to hybrid cloud environments.
- Familiarity with ITIL-based service management practices.
- Experience working in multinational or multi-region IT support environments.

Marcus Evans is an equal opportunity employer that values diversity. Employment decisions are based on qualifications, merit, and business needs.