IT Support Analyst - Level 3

As an IT support analyst, you will be the first person that a client speaks to if they need help or to provide advice as to their IT needs. In this situation your ability and willingness to provide this support is paramount.

We pride ourselves on learning and understanding the needs of our clients, enabling us to give them excellent service. It goes without saying that you will need to have strong communication skills otherwise the technical knowledge you have will be wasted!

Our clients expect you to have all the usual technical knowledge they would expect from a company like ours whilst also understanding the demands of businesses that operate in a regulated environment. Your attention to detail, strict confidentiality, good organisational skills, excellent technical knowledge and a desire to help clients with their IT related issues will enable you to succeed in this role.

The company was started 11 years ago and has developed a strong reputation with our clients for great service coupled with embracing up to date IT solutions.

We are looking for an experienced IT Support Analyst who can operate across Level 1, Level 2, and Level 3 support, providing efficient, proactive, and expert-level service. Having the experience to help us give our clients the support experience they need and to develop our business. Have excellent spoken English, studies taken in English. Very good understanding of Microsoft 365 services and but not essential ESET Security Services. Excellent knowledge in PC repairs/Build. An excellent level of English is a pre-requisite for this role.

The IT Support Analyst will be responsible for the following tasks:

Level 1 – Frontline Support (End-User Assistance)

• Serve as the first point of contact for technical assistance via phone, email, or remote access tools.
• Record and track issues using ticketing software, ensuring timely resolution or escalation.
• Provide basic support for:

o Microsoft Office 365 (Outlook, Word, Excel, Teams)

o Printer connectivity, password resets, software installations

o PC, laptop, and Mac hardware troubleshooting

• Guide users through basic troubleshooting steps and resolve frequently occurring problems.
• Support user onboarding/offboarding (account creation, access provisioning).
• Maintain detailed logs of reported incidents and resolutions.

Level 2 – Intermediate Technical Support

• Troubleshoot escalated issues requiring deeper investigation (e.g., software errors, failed updates).
• Diagnose and resolve intermediate issues involving:

o Operating system performance

o Network connectivity (VPN, basic DNS, IP conflicts)

o Microsoft 365 Admin portal and Exchange configurations

• Perform system checks and deploy security or application updates remotely.
• Monitor anti-virus portals (e.g., ESET) for threats or "red alert" devices and take corrective actions.
• Manage user profiles and group policies within Active Directory and Microsoft 365.
• Assist in documenting procedures, workarounds, and known issues.

Level 3 – Advanced Technical Support

• Handle complex, unresolved issues escalated by Level 1 and Level 2 support.
• Conduct root cause analysis for recurring or critical technical problems.
• Administer and troubleshoot:

o Windows Server environments (2016–2022)

o Active Directory, Group Policy Objects, DNS/DHCP, and Windows Server roles (e.g., File Services, Remote Access)

• Design, implement, and maintain virtual environments (e.g., Hyper-V, VMware, or cloud-hosted VMs).
• Manage Azure AD sync, hybrid identity issues, and conditional access policies.
• Support and troubleshoot Microsoft Intune, Endpoint Manager, or other RMM tools.
• Monitor and manage backup systems, EDR platforms, and infrastructure alerts.
• Support and troubleshoot M365 security & compliance features (e.g., DLP, retention, auditing).
• Write and deploy PowerShell scripts or automation workflows to streamline support tasks.
• Participate in change management processes, such as system upgrades and application rollouts.
• Provide mentorship and guidance to junior support team members.

Required Qualification & Skills

• Graduate in related discipline, Information Technology, Computer Science
• Prior experience of 4 to 6 years performing IT Support functions.
• Strong knowledge of operating systems and networks.
• Strong problem solving, time management and communication skills.

Other Information

• Timing: Winter: 10:00 AM to 07:00PM Summer: 09:00 Am to 06:00PM.
• Working Days: From Monday to Friday
• Location Preference: Rawalpindi & Islamabad

If you believe your background meets the criteria, please visit to www.manageoutsource.com/careers and submit your CV with a cover letter.

Job Type: Full-time

Language:

• English (Required)

Work Location: In person