Technical Support Analyst
On-site · Islamabad, Islamabad, Pakistan or Lahore, Punjab, Pakistan
Job Summary
Technical Support Analyst responsible for providing 1st and 2nd level support for the Auto-IT business and its customers, including installation and support of Auto-IT web product suites, incident and change management, and guidance to end users and third-party vendors. Key duties include creating user accounts, MFA resets, monitoring backups and endpoint protection, configuring firewall settings, deploying and configuring web applications via IIS, collaborating with 3rd Level and Management to implement solutions, performing proactive system maintenance, maintaining technical documentation, handling incident/request lifecycle within defined SLAs, and maintaining knowledge of IT infrastructure (Active Directory, Storage, networks, security). Requires strong written/verbal communication, problem analysis, understanding of AD, security practices, backups, IIS, .NET Framework, ITIL practices, and the ability to work in a fast-paced, customer-facing environment; travel willingness and team-oriented mindset are desirable. This role is based in Australia-backed division but operates with teams in PK and beyond, with shifts aligning to Australian Eastern Time and Pakistan Time.
Required Qualifications
- Experience in systems support (essential)
- Microsoft Active Directory (Good Understanding)
- Office / Exchange 365 (Basic Understanding)
- Backup infrastructure (Basic Understanding)
- Virus control and security implementations (Basic Understanding)
- Microsoft IIS (Basic Understanding)
- Net Framework 4.0 / 4.5 or above (Basic Understanding)
- Basic understanding of firewall configurations
- Excellent written and verbal communication skills
- Strong problem analysis skills
- Ability to work as part of a team
- Willingness to travel
- Willingness to take ownership of problems and investigate issues
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