Systems & Network Support Engineer (3-5 Years)

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 with the ability to diagnose, resolve, and escalate technical issues efficiently while maintaining high levels of customer satisfaction. This role involves working onsite in Lahore, Pakistan, within a 24/7 rotating shift environment, supporting a client base primarily located in North America. Candidates should have a minimum of 2-3 years of experience in IT and networking, with a strong background in diverse systems and environments.

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.
- Accurately document issues, resolutions, and customer interactions using 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 devices including 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 upholding excellent customer service standards.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Stay informed about emerging technologies, software updates, and best practices in IT support.

Required Qualifications

- Minimum of 3 years’ experience in technical support, IT helpdesk, or network support roles.
- Strong knowledge of Windows and macOS operating systems, along with commonly used software applications.
- Hands-on experience troubleshooting networks, VPNs, and cloud-based platforms.
- Proficiency with Microsoft 365, Intune, Defender, Apple Business Manager, and Cisco Meraki products.
- 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 and manage multiple support requests effectively in a remote or onsite environment.

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 knowledge in PowerShell, Bash, or Python to support automation tasks.
- Understanding of cybersecurity best practices to enhance IT security posture.

This position offers the opportunity to work in a dynamic, fast-paced environment supporting international clients, with exposure to a broad range of technologies and platforms. If you are a motivated IT professional with a passion for delivering excellent support and continuous learning, we encourage you to apply.