Systems & Network Support Engineer

We are seeking a skilled IT & Network Support Engineer to provide exceptional technical support and troubleshooting services. The ideal candidate will be a proactive problem-solver capable of diagnosing, resolving, and escalating technical issues while maintaining high levels of customer satisfaction. This role demands expertise in IT support, network troubleshooting, and customer service, with the ability to work effectively across various systems and environments. The position is based onsite in Lahore, Pakistan, with rotating shifts to support a 24/7 operational department. Candidates should have a minimum of 2-3 years of experience in IT and networking, supporting a client base primarily located in North America.

Key Responsibilities

- Deliver first- and second-line technical support through phone, email, and chat channels.
- Diagnose and resolve issues related to hardware, software, and network infrastructure.
- Document all issues, resolutions, and customer interactions accurately in ticketing systems such as Zendesk, Zoho Desk, Freshdesk, Jira, or ServiceNow.
- Guide users through troubleshooting procedures and escalate complex problems to specialized teams when necessary.
- Assist with the installation, configuration, and maintenance of software applications and IT systems.
- Provide daily support for Apple and Windows platforms, including workstation and server operating systems, policy management, and administration.
- Configure, support, and troubleshoot Cisco Meraki network firewalls, switches, and access points.
- Liaise with Internet Service Providers to escalate and resolve connectivity issues promptly.
- Maintain and update IT inventory records regularly to ensure accuracy and compliance.
- Support Windows, macOS, mobile devices, and cloud-based services such as Microsoft 365.
- Ensure timely resolution of technical problems while maintaining excellent customer service standards.
- Create and maintain technical documentation, FAQs, and knowledge base articles to support end-users and internal teams.
- Stay up-to-date with emerging technologies, software updates, and IT support best practices to continuously improve service delivery.

Required Qualifications

- Minimum of 3 years’ experience in technical support, IT helpdesk, or network support roles.
- Strong working knowledge of Windows, macOS, and commonly used software applications.
- Hands-on experience troubleshooting networks, VPNs, and cloud platforms.
- Proficiency with Microsoft 365, Intune, Defender, Apple Business Manager, and Cisco Meraki solutions.
- Familiarity with ticketing systems and IT service management (ITSM) tools.
- Excellent analytical and problem-solving abilities.
- Strong verbal and written communication skills in English.
- Ability to work independently while managing multiple support requests efficiently, including in remote environments.

Preferred Qualifications

- Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or Apple Certified Support Professional.
- Experience using remote desktop tools like TeamViewer or AnyDesk.
- Basic scripting skills in PowerShell, Bash, or Python to support automation efforts.
- Understanding of cybersecurity best practices to enhance system security and compliance.

This role offers the opportunity to work in a dynamic, fast-paced environment supporting a diverse client base with cutting-edge technologies. If you are a motivated IT professional with a passion for delivering excellent support and continuous learning, we encourage you to apply.