Information Technology Support Specialist

Position Overview:

We are looking for a client-focused IT Support Specialist to ensure the reliable performance of IT systems with a core emphasis on Microsoft Azure cloud services. This hands-on role includes 

providing top-tier end-user support, managing cloud infrastructure, proactively resolving issues, and delivering seamless service to internal and external stakeholders. You’ll act as the front-line 

technical contact, ensuring prompt communication and resolution of any disruptions impacting client operations.

Key Responsibilities:

End-User Support 

• Provide responsive technical support for hardware, software, and network-related issues.
• Deliver timely assistance to end-users and internal teams, ensuring minimal downtime.
• Assist with user onboarding/offboarding, account setup, and hardware configuration.
• Support and troubleshoot Microsoft 365 applications.

Azure Management 

• Manage and optimize Azure services, including Virtual Machines, Active Directory, 
• Storage, and Networking.
• Maintain scalable, secure, and high-performing cloud infrastructure.
• Monitor Azure resource performance, cost, and compliance with best practices.
• Apply regular updates, manage subscriptions, and organize resource groups.

Real-Time Issue Communication & Resolution 

• For any technical issue, immediately inform the client, providing a clear diagnosis of the issue.
• Coordinate directly with the client’s tech team when required, ensuring transparent collaboration.
• Take ownership in finding immediate resolutions to restore operations promptly and efficiently.

Monitoring and Security (15%)

• Implement alerts and monitoring tools to proactively detect and resolve infrastructure issues.
• Enforce security policies across Azure and endpoint devices.
• Support MFA, conditional access, and endpoint protection standards.
• Collaborate with security teams to identify and address vulnerabilities.

Technical Documentation (10%)

• Create and maintain up-to-date documentation for system processes, configurations, and 
• resolutions.
• Develop user-friendly guides and contribute to an internal knowledge base.
• Log all incidents and changes in the help desk ticketing system accurately

Process Improvement & Automation (10%)

• Identify opportunities to automate routine support tasks and reporting processes
• Implement process improvements and best practices to enhance IT support efficiency

Required Qualifications

• Strong troubleshooting and desktop support experience
• Hands-on experience with Microsoft Azure services
• Knowledge of Azure AD, virtual machines, networking, and storage
• Experience with Microsoft 365 support
• Understanding of basic networking and cybersecurity principles
• Familiarity with help desk systems and ticketing tools
• Documentation and technical writing skills

Certifications

• CompTIA A+, Network+, or equivalent (Preferred)
• Microsoft Certified: Azure Fundamentals or Azure Administrator Associate preferred (Preferred)

Experience

• 2+ years in IT support or help desk role
• 1+ years working with Azure cloud infrastructure
• Experience supporting Microsoft 365 environment

Technical Environment

• Microsoft Azure & Azure Active Directory
• Microsoft 365 Suite (Exchange, Teams, SharePoint, etc.)
• Windows 10/11 OS
• Endpoint Protection & Monitoring Tools
• PowerShell (basic scripting)
• Help Desk Ticketing Systems (e.g., Freshdesk, Zendesk)
• Network Monitoring Tools

Location: Kashf Foundation Building, Johar Town Lahore

Work Setting: Onsite

Timings: 5:30 PM to 2:30 AM (Pakistan Time) | U.S. Business Hours