Junior IT Support

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 and relevant information across various sectors and markets, supporting client growth and performance. The IT Support Executive 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, this role requires collaboration with IT teams across EMEA, APAC, and North America, occasionally providing remote assistance during regional overlap or escalations. Support is coordinated through the global Service Desk system, ensuring consistent and efficient service delivery.

Key Responsibilities

- Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues via the Service Desk platform.
- Diagnose and resolve hardware and software problems in Windows 10/11 enterprise environments.
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, escalating to 3rd line Infrastructure Support as needed.
- Resolve incidents within agreed SLAs, escalating complex issues to Tier 3 or Infrastructure teams.
- Maintain clear, structured, and complete ticket documentation to enable seamless cross-regional handoff.
- 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) and maintain 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 while following 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 appropriately.
- Participate in the global ticket queue to support the follow-the-sun operating model and provide remote support during regional overlap periods.
- Deliver on-site floor support at the Islamabad office as needed, including after-hours or overlap shifts to maintain 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 1st/2nd line IT support role.
- Proficient in 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 with a service-oriented mindset.
- Microsoft 365 Certified: Fundamentals (Exam MS-900) is required.

Preferred Qualifications

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

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