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 delivering reliable technical support across the organization. The successful candidate will handle end-user support, IT infrastructure administration, helpdesk management, SLA compliance, and IT asset lifecycle management. This position requires a blend of hands-on technical skills, strong coordination, documentation, and service management capabilities to ensure smooth and efficient IT services.

Key Responsibilities:
- Manage helpdesk operations including incident resolution, service requests, change management, daily system health checks, and SLA adherence.
- Provide hands-on support for Windows and Linux operating systems, desktop hardware, software troubleshooting, peripherals, and basic wired/wireless network issues.
- 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.
- Oversee asset inventories, track equipment allocation and lifecycle, coordinate IT procurement, and ensure compliance with software licensing.
- Manage security and access 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 technical 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, enhance support processes, and implement improvements to boost service quality, system availability, and user experience.
- Collaborate with IT support officers, technicians, and other 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 related field from an HEC-recognized institution.
- 4 to 5 years of relevant experience in IT operations, technical support, and IT infrastructure administration.
- Strong hands-on experience with Windows/Linux operating systems, desktop troubleshooting, hardware maintenance, and end-user support.
- Proficient in 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.
- ITIL 4 Foundation certification and a Microsoft certification such as MD-102 or MS-102 are mandatory.

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 leaves with annual leave encashments, bonuses, annual increments, appreciation tokens, and access to learning opportunities through training and development programs.

Applicants are encouraged to apply through the Rapidev Careers Portal by submitting their application and resume online. Only shortlisted candidates will be contacted. Rapidev is committed to equal opportunity employment and fosters an inclusive workplace where diversity is valued and respected.