IT Support - Level 1

We are seeking a proactive IT Support Level 1 Engineer to join our team onsite in Karachi. This role involves providing first-line technical assistance to end users, primarily supporting Windows installations, Microsoft 365 applications, Intune mobile onboarding, and Azure AD device join management. The position requires strong communication skills in English for professional interaction via email and phone. Candidates who can join immediately will be given preference. The work schedule consists of 9-hour rotational shifts between 3:00 PM and 6:00 AM.

Key Responsibilities:
- Serve as the initial point of contact for IT support requests through 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-related issues such as password resets, multi-factor authentication (MFA), and self-service password reset (SSPR).
- Onboard and manage mobile devices (Android, iOS, iPad) using Microsoft Intune Mobile Device Management (MDM).
- Assist with device enrollment and enforce compliance policies within Intune.
- Handle 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 continuous learning.
- Communicate effectively with end users in fluent English through emails and phone calls.
- Escalate unresolved or complex technical issues to higher-level support teams promptly.

Required Qualifications:
- Excellent verbal and written communication skills in English.
- 1 to 2 years of experience in help desk or IT support roles.
- Proficient in Windows installation, configuration, and troubleshooting.
- Working knowledge of Microsoft 365 end-user support.
- Familiarity with Microsoft Intune for device enrollment and compliance management.
- Understanding of Azure AD device join processes and troubleshooting techniques.
- Basic knowledge of enterprise mobile platforms including Android, iOS, and iPad.

Preferred Skills and Attributes:
- Customer-focused mindset demonstrating patience and empathy when assisting users.
- Strong time management skills coupled with effective problem-solving abilities.
- Eagerness to learn and develop expertise in cloud technologies and modern workplace solutions.

This role offers an excellent opportunity for individuals looking to grow their career in IT support within a dynamic and technology-driven environment. Immediate availability is highly desirable to meet operational needs.