IT Support Engineer: Escalations, Automation & Endpoints

Watershed; Pakistan; On-site; PKR 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Competitive health benefits

Matched 401k and pension plans

Paid time off (PTO)

Generous parental leave

Gym subsidies

Educational reimbursements for career

Recognition programs

Job summary

Octus is seeking an IT Support Engineer (Fixed Term) to bridge frontline support and engineering. You will own escalations, automate setups with Intune and Jamf, and ensure end-user productivity for 900 colleagues across four regions.

You will manage tier 2/3 issues, admin Okta and Office 365 environments, and contribute to a resilient IT stack through automation and documentation. This role is based in Islamabad with global responsibilities.

Qualifications

• 3+ years in IT support or IT engineering with escalations experience.
• Troubleshoot macOS and Windows, hardware and peripherals.
• Hands-on admin of Microsoft 365 (Intune/Defender), Google Workspace, Jamf Pro.
• Experience with Okta or similar identity provider.
• Strong networking basics: TCP/IP, DNS, DHCP, VPN.
• Scripting ability to automate tasks (PowerShell/Bash/Python/AppleScript).
• Excellent customer service and clear communication.
• Ability to work across time zones and set priorities independently.

Responsibilities

• Serve as on-site technical owner for Islamabad office network, conference rooms, endpoints and new hire setups.
• Handle tier 2/3 escalations for macOS and Windows, device failures, identity and app issues.
• Troubleshoot Microsoft 365 (Intune/Defender), Google Workspace, Zoom, Slack, and other apps.
• Document interactions, diagnostics, and resolutions in Jira.
• Identify patterns in tickets and propose fixes to reduce issue categories.
• Manage and improve Microsoft Intune and Jamf Pro environments.
• Automate device provisioning, configuration and deployment of laptops and mobile devices.
• Administer user accounts and access permissions in Okta and related apps.
• Support joiner/mover/leaver workflows and enforce least privilege.
• Write and maintain end-user KB articles and runbooks.
• Pilot new tools and services, including AI assistants, for IT stack.

Skills

End-user support

Troubleshooting

SLA/incident handling

Scripting

Identity management

Microsoft 365 (Intune/Defender)

Google Workspace

Jamf Pro

Okta

Networking basics

Time-zone independence

Customer service

Education

3+ years IT support/engineering experience

Tools

Microsoft Intune

Jamf Pro

Okta

Google Workspace

Jira

Job description

Octus is seeking an IT Support Engineer (Fixed Term) to bridge frontline support and engineering. You will own escalations, automate setups with Intune and Jamf, and ensure end-user productivity for 900 colleagues across four regions.

You will manage tier 2/3 issues, admin Okta and Office 365 environments, and contribute to a resilient IT stack through automation and documentation. This role is based in Islamabad with global responsibilities.