Systems & Network Support Engineer (3y Exp.)

Axelliant · Saddar, Pakistan

We are looking for an IT & Network Support Engineer to deliver outstanding technical support and troubleshooting services. This role requires a proactive problem-solver who can diagnose, resolve, and elevate technical issues while ensuring exceptional customer satisfaction.

The ideal candidate will have proven expertise in IT support, network troubleshooting, and customer service, with the ability to operate effectively across diverse systems and environments.

Key Responsibilities

• Provide first- and second-line technical support via phone, email, and chat.
• Diagnose and resolve hardware, software, and network-related issues.
• Record issues, solutions, and customer interactions in ticketing systems (e.g., Zendesk, Zoho desk, Freshdesk, Jira, ServiceNow).
• Guide users through troubleshooting steps and elevate complex issues to specialized teams.
• Assist with installation, configuration, and maintenance of software applications and IT systems.
• Deliver day-to-day support for Apple and Windows platforms, including workstation and server operating systems, policy management, and administration.
• Configure, support, and troubleshoot Cisco Meraki network firewalls, switches, and access points.
• Coordinate with Internet Service Providers to elevate and resolve connectivity issues.
• Maintain and regularly update IT inventory records to ensure accuracy and compliance.
• Support Windows, macOS, mobile devices, and cloud-based services (e.g., Microsoft 365).
• Ensure timely resolution of technical problems while maintaining high customer satisfaction.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Stay current with emerging technologies, software updates, and IT support best practices.

Required Skills & Experience

• Minimum 3 years of experience in technical support, IT helpdesk, or network support.
• Strong knowledge of Windows, macOS, and commonly used software applications.
• Hands-on experience troubleshooting networks, VPNs, and cloud-based platforms.
• Proficiency with Microsoft 365, Intune, Defender, Apple Business Manager, and Cisco Meraki.
• Familiarity with ticketing systems and IT service management (ITSM) tools.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills in English.
• Ability to work independently and manage multiple support requests in a remote environment.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or Apple Certified Support Professional.
• Experience with remote desktop tools (e.g., TeamViewer, AnyDesk).
• Basic scripting knowledge (PowerShell, Bash, or Python) for automation.
• Understanding of cybersecurity best practices.