IT Support L1

We are seeking a proactive Level 1 IT Support Engineer to join our team onsite in Karachi. This role involves providing first-line technical assistance to end users, primarily focusing on Windows installation, Microsoft 365 support, Intune mobile onboarding, and Azure AD device join management. The ideal candidate will possess strong communication skills in English, enabling effective handling of professional emails and calls. The position operates on a rotational shift basis.

Key Responsibilities:
- Serve as the initial point of contact for IT support requests via phone, email, and ticketing systems.
- Install, configure, and troubleshoot Windows 10 and 11 devices to ensure optimal performance.
- Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office apps.
- Manage account and access issues such as password resets, multi-factor authentication (MFA), and self-service password resets (SSPR).
- Onboard and manage mobile devices (Android, iOS, iPad) using Intune Mobile Device Management (MDM).
- Assist with device enrollment and enforce compliance policies within Intune.
- Oversee Azure Active Directory (Azure AD) device join processes and resolve related login or access problems.
- Ensure seamless device registration and synchronization with Azure AD infrastructure.
- Document troubleshooting steps, create FAQs, and maintain knowledge base articles to support end users and internal teams.
- Communicate clearly and professionally with end users in fluent English through emails and phone calls.
- Escalate unresolved or complex technical issues to higher-level support teams for timely resolution.

Required Qualifications:
- Excellent verbal and written communication skills in English.
- Proven knowledge of Windows operating system installation, configuration, and troubleshooting.
- Hands-on experience supporting Microsoft 365 end-user applications.
- Familiarity with Microsoft Intune for device enrollment and compliance management.
- Understanding of Azure AD device join processes and troubleshooting techniques.
- Basic knowledge of mobile platforms (Android, iOS, iPad) within an enterprise environment.
- Previous experience in helpdesk or IT support roles is preferred.

Preferred Qualifications and Soft Skills:
- A customer-first mindset demonstrated through patience and empathy when assisting users.
- Strong time management skills coupled with effective problem-solving abilities.
- Enthusiasm for continuous learning and professional growth, particularly in cloud technologies and modern workplace solutions.

This role offers an excellent opportunity for individuals looking to build a career in IT support with exposure to cloud-based technologies and enterprise device management. The rotational shift schedule requires flexibility and a commitment to maintaining high service standards at all times.