IT Support & Operations Engineer
Remote · Pakistan
Job Summary
IT Support & Operations Engineer at Rayn: deliver remote IT support to multiple managed clients, troubleshoot laptops/desktops/accounts/permissions/email/collaboration tools across Windows and macOS, support Microsoft 365 and Google Workspace environments, manage ITSM tickets with clear documentation, support joiner/mover/leaver processes, assist with endpoint security and basic cybersecurity, follow ISO 27001/SOC 2/compliance protocols, use AI-enabled service desk workflows to improve ticketing and knowledge search, collaborate with client IT teams, and contribute to knowledge transfer and process improvements. This role involves leading technical discovery sessions, pre-sales demonstrations, and acting as the technical face of the organization at client sites, with flexibility for night/weekend coverage and global client engagement.
Required Qualifications
- 2–4 years of experience in IT support, service desk, managed services, technical support, or a similar client-facing IT role
- Experience working in an MSP or multi-client support environment
- Good working knowledge of Microsoft 365 and/or Google Workspace administration and troubleshooting
- Hands-on familiarity with both Windows and Mac operating systems
- Experience supporting collaboration platforms such as Microsoft Teams, Slack, Zoom, and Google Meet
- Understanding of basic networking, identity and access management, endpoint support, email configuration, permissions, and device troubleshooting
- Familiarity with ITSM tools such as Halo, Autotask, ServiceNow, Freshservice, Jira Service Management, or similar platforms
- Familiarity with remote monitoring and management tools such as Ninja, Datto, or similar platforms will be an advantage
- Understanding of IT documentation and knowledge base tools such as IT Glue or similar platforms
- Basic awareness of cybersecurity practices, endpoint protection, email security, data backup, MFA, access control, and secure remote support
- Familiarity with AI tools and AI-enabled service desk workflows, including ticket summarization, knowledge retrieval, automation, and user support assistance
- Strong written and verbal English communication skills
- Ability to explain technical issues in a clear, calm, and user-friendly manner
- Strong ownership, reliability, ethical judgment, and respect for confidentiality
- Comfortable working night shifts, weekend coverage, or extended support hours based on client requirements
- Ability to work independently while staying aligned with client processes, escalation paths, and service standards
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