3rd Line Support Engineer

Karakoram Design Co. is an independent agency with 400 employees in offices across Pakistan. We use Asana for projects and Slack for everything else.

The position

Our IT Operations team closes around 600 tickets a month and needs one more person on the desk. The 3rd Line Support Engineer is the first point of contact for staff with computer, phone, printer and account problems. Remote within Pakistan. The team meets in Lahore once a quarter, travel covered. Reliable internet and a power backup are a must.

Duties

• Install and update approved software and remove anything unlicensed
• Track hardware inventory and warranty status in the asset system
• Keep ticket notes and time entries up to date
• Write and update knowledge base articles for common problems
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Escalate network, server and application problems to the right team with clear notes
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers

Required qualifications

• 5+ years of help desk or desktop support experience
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• High school diploma or GED required. Associate degree in IT preferred
• Working knowledge of Windows 10/11 and basic macOS support

Preferred

• Intune, Jamf or SCCM/MECM
• Experience supporting healthcare, legal or manufacturing environments

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Pay: PKR 97,000-PKR 125,000 a month

Compensation and benefits

• Medical insurance
• Provident fund
• Paid leave

Applications are reviewed weekly.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Karakoram Design Co..