ERP IT Support Engineer

Folio3; Pakistan; On-site; PKR 80,000 - 120,000; Full time

Job summary

Folio3 is seeking a skilled MSP Support Agent to join our Managed Services team. The role focuses on delivering high-quality IT support for MSP clients, troubleshooting Windows, 365, networking, and endpoints, and maintaining systems with RMM/PSA tools.

You will manage Active Directory, Azure administration, and Microsoft 365 services while ensuring effective communication and customer service. A collaborative team environment and proactive problem-solving are expected.

Qualifications

• 2+ years of experience in an MSP environment.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with Azure administration and networking concepts.

Responsibilities

• Provide Level 2 / Level 3 technical support to MSP clients.
• Troubleshoot issues related to Windows, Microsoft 365, networking, and endpoints.
• Monitor and manage systems using RMM and PSA tools.
• Respond to service desk tickets, phone calls, and remote support requests.
• Install, configure, and maintain workstations, servers, and network devices.
• Manage Active Directory, including user accounts, permissions, and Group Policies.
• Support Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive.
• Perform patch management, backup monitoring, and security checks.
• Provide Azure administration, including web apps, databases, user creation, and role/permission management.
• Support and troubleshoot VoIP systems such as Horizon, Gamma, and Webex.
• Document solutions and maintain accurate ticket notes.
• Escalate complex technical issues to senior engineers when required.
• Maintain clear communication and excellent customer service with clients.

Skills

MSP Experience

Windows OS

Azure Admin

Networking basics

Troubleshooting

Documentation

Tools

RMM Tools

PSA Tools

Backup Solutions

EDR Tools

VoIP Systems

Firewalls

Job description

We are looking for a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The ideal candidate will have hands-on experience…

Responsibilities:

• ProvideLevel 2 / Level 3 technical support to MSP clients.
• Troubleshoot issues related toWindows, Microsoft 365, networking, and endpoints.
• Monitor and manage systems usingRMMandPSA tools.
• Respond to service desk tickets, phone calls, and remote support requests.
• Install, configure, and maintainworkstations, servers, and network devices.
• ManageActive Directory, including user accounts, permissions, and Group Policies.
• SupportMicrosoft 365 services including Exchange, Teams, SharePoint, and OneDrive.
• Performpatch management, backup monitoring, and security checks.
• ProvideAzure administration, including web apps, databases, user creation, and role/permission management.
• Support and troubleshoot VoIP systems such as Horizon, Gamma, and Webex.
• Document solutions and maintain accurate ticket notes.
• Escalate complex technical issues to senior engineers when required.
• Maintain clear communication and excellent customer service with clients.

Requirements:

• 2+ years of experience in a Managed Service Provider (MSP) environment (Preferred).
• Strong knowledge of Windows 10 / 11, Windows Server, Microsoft 365 / Office 365 and Active Directory
• Experience with Azure administration
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, Network troubleshooting & VPN
• Experience withRMM tools (e.g., Action1, N-Able, Datto).
• Experience withticketing systems / PSA tools.
• Experience with Backup solutions, Security tools / EDR, VoIP systems (Horizon, Gamma, Webex) and Firewalls (WatchGuard, SonicWall, Meraki)
• Strongproblem-solvingand troubleshooting skills
• Ability to manage and prioritize multiple support tickets
• Strong documentation and organizational skills
• Ability to work collaboratively within a team