IT Support L1

Title: IT Support L1

Timings: Rotational

Location: Karachi

Key Responsibilities:

• Act as the first point of contact for IT support requests (phone, email, ticketing system).
• Install, configure and troubleshoot Windows 10/11 devices.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Office apps).
• Handle account and access issues (password resets, MFA, SSPR).
• Onboard and manage mobile devices (Android, iOS, iPad) into Intune MDM.
• Assist with device enrollment and compliance policies in Intune.
• Manage Azure AD device join and troubleshoot related login/access issues.
• Ensure smooth device registration and synchronization with Azure AD.
• Document solutions, create FAQs and maintain knowledge base articles.
• Communicate with end users in fluent English through emails and calls.
• Escalate unresolved or complex issues to higher-level support teams.

Required Skills & Qualifications:

• Strong problem solving and communication skills.
• Knowledge of Windows installation, configuration and troubleshooting.
• Working knowledge of Microsoft 365 (end-user support).
• Familiarity with Microsoft Intune (device enrollment & compliance).
• Understanding of Azure AD device join & troubleshooting.
• Basic understanding of mobile platforms (Android, iOS, iPad) in enterprise setup.
• Prior helpdesk or IT support experience preferred.

Soft Skills:

• Customer-first approach with patience and empathy.
• Strong time management and problem-solving ability.
• Willingness to learn and grow in cloud/modern workplace technologies.