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 to support client growth and performance. The IT Support Analyst role is based in Islamabad and involves providing first and second 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 role requires collaboration with IT teams across EMEA, APAC, and North America, occasionally providing remote assistance during regional overlaps or escalations. This position is in-person with working hours from 4 pm to 12 am Islamabad time, offering some flexibility.

Key Responsibilities

- Provide first and second 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 third line Infrastructure Support when necessary.
- Resolve incidents within agreed Service Level Agreements (SLAs) and escalate complex issues appropriately.
- Maintain clear, structured, and comprehensive ticket documentation to facilitate 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, adhering to global IT security and change management procedures.
- Troubleshoot networking issues such as DNS, DHCP, VPN, firewalls, and switch connectivity at first and second line levels.
- Implement minor authorized configuration changes and escalate complex infrastructure or architectural issues as needed.
- Participate in the global ticket queue to support the follow-the-sun operating model and provide remote assistance to EMEA and APAC users during overlap periods.
- Deliver on-site floor support in the Islamabad office and participate in after-hours or overlap support to ensure global service continuity.
- Contribute to knowledge base documentation and continuous service improvement initiatives.
- Assist with office moves, which may require occasional travel.

Required Qualifications

- Minimum of 2 years’ experience in a first and second 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 in 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.
- Microsoft 365 Certified: Fundamentals (Exam MS-900) certification is required.

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.