Job Brief:
The IT Support Engineer is responsible for providing first-level technical support to end users by troubleshooting hardware, software, network, and account-related issues. The role focuses on resolving incidents, escalating complex issues to higher support levels, and ensuring a high level of customer satisfaction.
Job Responsibilities:
- Provide first-line technical support via phone, email, chat, and ticketing systems.
- Install, configure, and troubleshoot Windows/macOS desktops and laptops.
- Diagnose and resolve hardware, software, printer, and peripheral issues.
- Create, modify, disable, and manage user accounts in Active Directory.
- Configure Outlook, Microsoft Office and other business applications.
- Perform password resets and MFA (Multi-Factor Authentication) support.
- Install and configure software according to company standards.
- Troubleshoot basic LAN, Wi-Fi, VPN, ADDS, DNS, DHCP, and internet connectivity issues.
- Configure and support IP phones, softphones, and basic VoIP issues.
- Set up new employee Assets such as Laptops, workstations, Cell Phones and perform user onboarding/offboarding.
- Maintain IT asset inventory and update asset records.
- Escalate unresolved issues to L2/L3 teams with complete troubleshooting details.
- Document incidents, solutions, and knowledge base articles.
- Ensure compliance with IT security policies and best practices.
Job Requirements:
- Windows 10/11 administration
- Microsoft 365 administration (basic)
- Active Directory & Group Policy (basic)
- Microsoft Outlook, Teams, OneDrive
- Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
- Hardware troubleshooting (PCs, laptops, Cell Phones & printers)
- Basic VoIP/IP Telephony knowledge
- Basic Networking Knowledge
- Ticketing systems (Zoho Helpdesk)
- Remote support tools (AnyDesk, TeamViewer etc)
- Critical System Backups and Restore
- Qualifications: Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
- Experience: 2–3 years of experience in IT Support Field.
Soft Skills:
- Strong communication skills.
- Problem-solving and analytical thinking.
- Ability to prioritize tasks and work under pressure.
- Team player with a positive attitude.
- Good documentation and reporting skills.
Skills Required
- Windows 10/11 administration
- Microsoft 365 administration (basic)
- Active Directory & Group Policy
- Microsoft Outlook, Teams, OneDrive
- Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
- Hardware troubleshooting (PCs, laptops, cell phones, printers)
- Basic VoIP/IP Telephony knowledge
- Ticketing systems (Zoho Helpdesk)
- Remote support tools (AnyDesk, TeamViewer)
- MFA and password reset support
- Critical system backups and restore
- Bachelor's degree in Computer Science, IT, or related field (or equivalent experience)
- 2-3 years of experience in IT Support
- Strong communication, problem-solving, documentation and teamwork skills
What We Do
Zameen.com has single-handedly revolutionized real estate buying and selling in Pakistan. Zameen.com was the First Pakistan Property Portal that presented state of the art services and features for Pakistan real estate agents, buyers and sellers alike. Since 2006, Zameen has been the primary choice for people looking to invest, buy, sell, or rent properties in all major cities of Pakistan.
