Level 1 IT Systems & Support Engineer

Job Title: Level 1 IT Systems & Support Engineer

Location: Onsite – Lahore, Pakistan
Working Hours: 6:00 PM – 3:00 AM

Employment Type: Full-time
Department: IT Operations

About the Role

We are seeking a Level 1 IT Systems & Support Engineer to provide first-line technical support to internal teams and US-based clients. This is an entry-level role focused on resolving basic IT issues, responding to support tickets, and escalating complex problems to higher-level engineers. It’s an excellent opportunity for someone looking to build a strong foundation in IT support and systems operations.

Key Responsibilities

• Act as the first point of contact for IT support requests via ticketing system, email, or chat
• Provide Level 1 support for hardware, software, and basic network issues on Windows and macOS systems on site & remote.
• Troubleshoot common issues related to Microsoft 365 (Outlook, OneDrive, Teams, user access)
• Assist users with password resets, account access, and basic permissions
• Support remote desktop and client-specific tools under supervision
• Assist with IT onboarding and offboarding tasks, including account creation and device setup
• Perform basic network troubleshooting (Wi-Fi connectivity, VPN access)
• Escalate unresolved or complex issues to Level 2/Level 3 support teams with proper documentation
• Maintain accurate documentation of incidents, solutions, and IT assets

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience)
• 1–2 years of experience in an IT support, helpdesk, or service desk role
• Basic understanding of Windows and macOS operating systems
• Familiarity with Microsoft 365 applications and admin basics
• Basic knowledge of remote support tools (e.g., TeamViewer, AnyDesk)
• Good communication skills and customer-service mindset
• Willingness to work night shifts aligned with US time zones

Nice to Have

• Exposure to ticketing systems (e.g., Jira, Freshdesk, Zendesk)
• Basic understanding of networking concepts (IP, DNS, VPN)
• Awareness of IT security best practices and access control

Why Join Us?

• Strong learning environment for IT professionals
• Hands-on exposure to global clients and real-world IT operations
• Clear growth path from Level 1 to advanced IT support roles
• Supportive team culture with training and mentorship

Application Question(s):

• How many years of experience do you have in IT system support engineer?
• Have you used Microsoft Outlook, Teams, or OneDrive before?
• Are you comfortable using remote support tools like TeamViewer or AnyDesk?

Work Location: In person