IT Support Engineer (6 Months) – Escalations & Automation

Octus; Islamabad; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Octus is seeking an IT Support Engineer (Fixed Term) to act as the bridge between frontline support and engineering. You will own escalations, maintain the Islamabad office tech stack, and automate repetitive tasks.

The role encompasses device management, identity access, and end-user documentation, serving 900 colleagues across regions. This six-month fixed-term role emphasizes proactive problem-solving and automation.

Qualifications

• 3+ years in IT support or IT engineering.
• Strong hands-on troubleshooting across macOS and Windows.
• Experience with Microsoft 365 (Intune and Defender), Google Workspace and Jamf Pro.
• Experience with Okta or a comparable identity provider.
• Solid networking fundamentals: TCP/IP, DNS, DHCP and VPN.
• Comfort with a ticketing system, preferably Jira.
• Scripting ability in PowerShell, Bash, Python or AppleScript.
• Exceptional customer service, attention to detail and clear communication.

Responsibilities

• Serve as the on-site technical owner for our Islamabad office, keeping the network, conference rooms, endpoint fleet and new hire setups running day to day, and escalate anything structural to Global IT.
• Own tier 2 and tier 3 escalations across macOS and Windows, from device and peripheral failures to identity and application issues.
• Troubleshoot escalated problems in Microsoft 365 (Intune and Defender), Google Workspace, Zoom, Slack and the wider corporate application stack.
• Document every interaction, diagnostic path and resolution in Jira so the next person moves faster than you did.
• Spot the patterns in your ticket queue and propose the fix that removes the category of issue, not just the instance.
• Manage and improve our Microsoft Intune environment for Windows and Jamf Pro for macOS.
• Improve and automate device provisioning, configuration and deployment for laptops, peripherals and mobile devices.
• Deploy and validate software updates and patches on a predictable cadence.
• Raise the stability, performance and security posture of our end-user computing environments through incremental hardening.
• Administer user accounts and access permissions in Okta and connected back-office applications.
• Support and improve automated joiner, mover and leaver workflows so onboarding and offboarding run clean and on time.
• Apply least privilege as the default and flag access patterns that drift from it.
• Write and maintain end-user knowledge base articles; keep infrastructure documentation current.
• Contribute to IT projects that make our infrastructure more resilient and less dependent on manual intervention.
• Pilot new tools and services, including AI assistants, and make the case for what earns a place in our stack.

Skills

Escalations

End-user support

macOS & Windows

Intune & Defender

Google Workspace

Jamf Pro

Okta

Networking basics

Jira

Scripting

Customer service

Independent work

Tools

Microsoft 365

Intune

Defender

Google Workspace

Jamf Pro

Okta

Jira

Job description

Octus is seeking an IT Support Engineer (Fixed Term) to act as the bridge between frontline support and engineering. You will own escalations, maintain the Islamabad office tech stack, and automate repetitive tasks.

The role encompasses device management, identity access, and end-user documentation, serving 900 colleagues across regions. This six-month fixed-term role emphasizes proactive problem-solving and automation.