IT Helpdesk L2+ Engineer – On‑site (Karachi)

About the role

We are looking for an IT Helpdesk L2+ Engineer to join our Managed Service Provider team in Karachi. The role is on‑site and involves providing second‑level support to international clients, handling Windows Server, Microsoft 365 and endpoint management tasks.

Key responsibilities

• Provide L2+ support for Windows Server (2012‑2022) and manage Active Directory/Group Policy.
• Administer Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive and Azure AD/Entra ID.
• Manage endpoints with Intune, Endpoint Manager and RMM platforms, including deployments and remote troubleshooting.
• Troubleshoot networking components – DNS, DHCP, TCP/IP, VPN and basic firewall issues.
• Use ticketing systems (ServiceNow, ConnectWise, Jira Service Management) to log, track and resolve incidents.
• Analyze logs, run PowerShell scripts and network traces to diagnose problems.
• Automate routine tasks and bulk user management via PowerShell.
• Perform backups, imaging and system restoration procedures.
• Communicate with international clients and escalate incidents when necessary.

Required profile

• Strong experience with Windows Server (2012‑2022) and Active Directory/Group Policy.
• Hands‑on knowledge of Microsoft 365 administration, including Exchange Online and Azure AD.
• Proficiency in endpoint management tools such as Intune and RMM platforms.
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN, firewalls).
• Experience with ticketing systems like ServiceNow, ConnectWise or Jira Service Management.
• Ability to analyse logs and use diagnostic tools (Event Viewer, PowerShell, network traces).
• Experience with backup, imaging and restoration processes.
• Preferred: familiarity with cloud backup solutions and prior support of international managed‑services clients.

Required skills

• Windows Server 2012/2016/2019/2022
• Active Directory & Group Policy
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Azure AD/Entra ID)
• Intune / Endpoint Manager
• RMM platforms
• DNS, DHCP, TCP/IP, VPN, firewall basics
• ServiceNow, ConnectWise, Jira Service Management
• PowerShell scripting
• Event Viewer, network trace analysis
• Backup and imaging tools