IT Operations & Support Engineer

About the role

Rapidev, a CMMI Level 5 company working in cybersecurity, AI, communications, defence, energy efficiency and climate change, is hiring an IT Operations & Support Engineer in Islamabad. The role covers day-to-day IT operations, end-user support, IT infrastructure administration, helpdesk and SLA management, IT asset lifecycle management and maintenance of workplace technology systems. It is a full-time, regular, onsite position from 9:00 AM to 6:00 PM.

Key responsibilities

• Manage helpdesk operations, incidents, service requests, change management, daily system health checks and SLA compliance.
• Provide hands-on support for Windows and Linux, desktop hardware, software, peripherals and basic wired/wireless network troubleshooting.
• Support Active Directory, DNS, DHCP, Group Policy, Microsoft 365, domains, hosting, SSL certificates, MDM and remote support tools.
• Maintain and troubleshoot CCTV, IP telephony, biometric attendance and access-control systems.
• Maintain asset inventories, track equipment allocation and lifecycle, coordinate IT procurement and ensure software license compliance.
• Manage user onboarding and offboarding, access permissions, password policies, device encryption, AV/EDR and basic security compliance.
• Coordinate with Microsoft, hosting providers, ISPs, hardware OEMs and domain registrars to resolve issues.
• Maintain SOPs, technical documentation and asset records, and deliver IT induction and user awareness sessions.
• Identify recurring issues, improve support processes and coordinate with IT support officers and technicians for timely resolution.

Required profile

• Bachelor's degree (16 years of education) in Computer Science, Information Technology, Software Engineering, Telecommunications or a related field from an HEC-recognized institution.
• 4-5 years of experience in IT operations, technical support and IT infrastructure administration.
• Strong hands-on experience with Windows/Linux, desktop troubleshooting, hardware maintenance and end-user support.
• Required certifications: ITIL 4 Foundation and a Microsoft certification such as MD-102 or MS-102.
• Preferred: CCNA or CompTIA Network+, CompTIA A+ or Security+, Linux LPIC-1.

Required skills

• Working knowledge of Active Directory, DNS, DHCP, Group Policy and Microsoft 365 administration.
• Understanding of LAN/WAN, Wi-Fi, basic firewall and VPN troubleshooting.
• Experience with ITSM/helpdesk tools, incident management, SLA monitoring and change management.
• Familiarity with CCTV, IP telephony, biometric attendance, access control, MDM and remote support tools.
• Knowledge of IT asset management, procurement coordination, software licensing and endpoint security.

What we offer

• Medical insurance, life insurance, EOB and gratuity.
• Paid leaves, annual leave encashment and bonuses.
• Annual increments, appreciation tokens, learning opportunities and training programs.

To apply, submit an application through the Rapidev Careers Portal with your latest resume; only shortlisted candidates will be contacted.