Systems Support Analyst

Obizworks-Offshore Business Consultants

Pakistan

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Posted Yesterday 11 views Report Job

PKR. 175,000 - 175,000/Month

We are seeking a Systems Support Analyst to join our managed IT services team. This role involves delivering Level 1 and Level 2 technical support across a variety of client environments, while also assisting with systems administration, security, maintenance, and IT projects. The ideal candidate is a proactive problem solver who takes full ownership of technical issues from identification through resolution. Comfort with supporting diverse technologies, researching unfamiliar challenges, maintaining detailed documentation, and knowing when to escalate issues is essential. This position emphasizes hands-on remote support and systems administration rather than call-center or dispatch responsibilities.

Key Responsibilities
- Manage and resolve Level 1 and Level 2 technical support tickets from assignment to closure.
- Troubleshoot Windows desktops, laptops, applications, printers, peripherals, and other common end-user technologies.
- Administer and troubleshoot Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID, and Intune.
- Perform user and device administration such as account provisioning, licensing, multi-factor authentication (MFA), permissions, and endpoint configuration.
- Utilize remote monitoring and management (RMM) tools to administer endpoints, deploy software, run scripts, remediate alerts, and conduct routine maintenance.
- Support endpoint deployments, software rollouts, security initiatives, and various client IT projects.
- Diagnose and resolve network connectivity issues involving DNS, DHCP, VPN, and Wi-Fi.
- Review and address endpoint security, patching, backup, monitoring, and security alerts.
- Assist with Microsoft 365 migrations and perform proactive maintenance to enhance client environment reliability and security.
- Maintain accurate and up-to-date documentation of clients, systems, devices, and troubleshooting procedures.
- Communicate effectively with end users through tickets, email, chat, and remote support sessions.
- Identify potential cybersecurity incidents and escalate according to established protocols.
- Adhere to change management, security, documentation, and escalation procedures.

Required Qualifications
- Minimum of 2 years of professional experience in IT support or systems administration.
- Hands-on experience with Windows 10 and Windows 11 operating systems.
- Practical administration of Microsoft 365 services including Exchange Online, Outlook, Microsoft Entra ID (Azure AD), and Intune.
- Familiarity with Active Directory, Group Policy, and Windows Server environments.
- Experience with remote monitoring and management (RMM) tools; NinjaOne experience preferred.
- Proficiency with PSA/ticketing systems; HaloPSA experience preferred.
- Solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPNs, VLANs, and Wi-Fi.
- Knowledge of endpoint security solutions, EDR, antivirus, backup, and recovery systems.
- Ability to troubleshoot switches, firewalls, and wireless networks.
- Experience with PowerShell or other scripting/automation tools.
- Strong written and verbal communication skills in English, capable of explaining technical issues clearly to non-technical users.
- Proven ability to work independently and prioritize tasks based on business impact.
- Bachelor’s degree is required.
- Relevant certifications such as Microsoft or CompTIA are mandatory.
- Native-level English proficiency.
- Experience working remotely and supporting U.S.-based clients.

Preferred Qualifications and Benefits
- Previous experience in a Managed Service Provider (MSP) environment or supporting multiple client sites is highly desirable.
- Familiarity with IT migrations, deployments, and PowerShell automation is a plus.
- The successful candidate will be a reliable technical resource able to independently manage routine Level 1 and Level 2 issues while contributing to proactive maintenance, security enforcement, and client IT projects.
- Compensation ranges from Rs175,000 to Rs200,000 per month.
- This is a fully remote position supporting U.S.-based users.

Candidates must present genuine and verifiable work experience supported by real skills. Applications containing fabricated experience or AI-generated content will not be considered. Only those whose backgrounds align with the qualifications outlined should apply.