Infrastructure Support Engineer

About the Role

Metis is looking for a technically strong and customer-facing Support Engineer to provide remote infrastructure and desktop support to our enterprise clients based in the UK and internationally. You will be the frontline technical resource resolving issues, managing remote environments, and ensuring smooth operations for our clients — all while representing HyperNym/Metis professionally in every interaction.

This role requires excellent spoken and written English, a calm and clear communication style with non-technical users, and solid hands-on skills with remote management and automation tooling.

Key Responsibilities

• Provide remote desktop and infrastructure support to enterprise customers via ticketing systems, phone, and video calls
• Use Ansible or similar configuration management tools (Puppet, Chef, SaltStack) to automate and manage remote environments
• Troubleshoot Windows and Linux desktop/server issues remotely
• Use remote desktop tools (RDP, TeamViewer, AnyDesk, Windows Admin Center) to support end users and servers
• Set up and manage monitoring and alerting for client environments
• Handle incident escalation, document resolutions, and maintain a knowledge base
• Liaise clearly with UK-based clients and internal teams, often explaining technical issues in plain English
• Follow ITIL-aligned processes for incident, change, and problem management
• Participate in onboarding new clients onto support contracts

Required Skills

• Proven experience in remote IT support or managed services (helpdesk, NOC, or similar)
• Strong Hands on Microsoft office 365, sharepoint portal .
• Strong windows trouble shooting .
• Hands-on experience with Ansible or comparable automation/configuration management tools
• Proficiency with remote access tools and Windows/Linux administration
• Strong spoken and written English — this is non-negotiable, client-facing daily
• Ability to work UK hours (2 PM – 11 PM PKR) consistently
• Good understanding of networking basics (DNS, DHCP, VPN, firewalls)
• Experience with ticketing systems (Jira, Freshdesk, Zendesk, or similar)

Nice to Have

• Experience supporting UK or European enterprise clients
• Familiarity with Azure or M365 environments
• ITIL Foundation certification
• Scripting skills in Bash or PowerShell

Working Arrangement

First 3 months fully on-site in Islamabad (probation period). After successful probation: 2 days in office, 3 days remote per week.

Job Type: Full-time

Work Location: Hybrid remote in Islamabad I-10/Markaz