System Support Engineer – IT Support & SaaS Platforms

We are seeking a System Support Engineer to join our Information Technology team onsite in Township, Lahore. This full-time role operates from 1:00 AM to 10:00 AM PKT, primarily supporting US-based executives and users. The ideal candidate will provide technical assistance across Microsoft 365, Google Workspace, Zoho, VoIP/telephony platforms, and general IT support. Strong troubleshooting abilities, professional communication skills, and the capacity to independently manage and escalate issues during US business hours are essential.

Key Responsibilities

- Deliver both onsite and remote technical support to users, including US executives and leadership teams.
- Administer and resolve issues related to Microsoft 365, Google Workspace, and Zoho email and collaboration tools.
- Support Outlook, email routing, shared mailboxes, distribution lists, calendars, file sharing, Teams, Google Meet, and other collaboration platforms.
- Manage user accounts, permissions, password resets, multi-factor authentication (MFA), licenses, and access controls.
- Provide support for VoIP and communication systems such as Vonage and Dialpad.
- Configure and troubleshoot telephony components including extensions, softphones, call routing, voicemail, direct inward dialing (DIDs), and call quality.
- Troubleshoot Windows 10/11 operating systems, applications, printers, remote access, and workstation-related issues.
- Diagnose basic network issues involving LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, VLAN, and connectivity.
- Collaborate with network, infrastructure, security teams, and external vendors for escalated technical problems.
- Manage incidents and service requests through the IT helpdesk system, ensuring adherence to defined service level agreements (SLAs).
- Maintain detailed and accurate ticket documentation, including troubleshooting steps, resolutions, and technical notes.
- Prepare operational, utilization, and support reports using Excel.
- Support user onboarding and offboarding processes, including access provisioning and IT service modifications.
- Comply with organizational IT security policies, access control protocols, and change management procedures.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- 2 to 3 years of experience in IT support, system support, or system administration roles.
- Practical experience administering Microsoft 365, Google Workspace, and/or Zoho platforms.
- Proficiency in supporting Windows 10/11 environments.
- Working knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and LAN/WAN troubleshooting.
- Experience using IT helpdesk ticketing systems and remote support tools.
- Strong problem-solving, documentation, and communication skills.
- Ability to communicate effectively and professionally with US-based users and executives.
- Willingness and ability to work onsite in Township, Lahore during the specified night shift hours.

Preferred Qualifications

- Experience with VoIP and unified communications platforms like Vonage and Dialpad.
- Advanced Microsoft 365 administration skills.
- Familiarity with Active Directory and user/access management.
- Relevant certifications such as CompTIA A+, Network+, Microsoft, Google Workspace, or CCNA.
- Basic scripting knowledge, particularly PowerShell.
- Prior experience supporting users in US-based or international business environments.

This position requires a dedicated professional capable of delivering high-quality IT support aligned with the needs of a global user base during US business hours. The role offers an opportunity to work closely with executive leadership and contribute to maintaining robust IT operations within a dynamic environment.