IT Support Engineer (Fixed Term)

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

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more.

Role

Octus is looking for an IT Support Engineer (Fixed Term) to join our global IT team.

This is the bridge role between frontline support and engineering. You own the escalations nobody else can crack, and you fix the root cause so the ticket never comes back. Half the job is people: 900 colleagues across four regions who need their technology to just work. The other half is engineering: automating the setup, tightening our Intune and Jamf baselines and turning repeat tickets into permanent solutions.

You will not be handling password resets all day. You will not be architecting the global stack either. You sit in the middle, resolving hard problems and building the automation that keeps them solved.

What you will do

Escalations and end-user support

• 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 escalating 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 (including 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.

Device and endpoint management

• Manage and improve our Microsoft Intune environment for Windows and our Jamf Pro environment 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.

Identity and access

• 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.

Documentation and continuous improvement

• Write and maintain end-user knowledge base articles that people actually use.
• Keep infrastructure documentation current, including diagrams, configurations and runbooks.
• 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.

What you will bring

• 3 or more years in IT support or IT engineering, with meaningful time spent on escalations rather than tier 1 queues.
• Strong hands-on troubleshooting across macOS and Windows, covering operating systems, hardware and peripherals.
• Working administration experience with Microsoft 365 (Intune and Defender), Google Workspace and Jamf Pro.
• Experience with Okta or a comparable identity provider, including user lifecycle and access management.
• Solid grasp of core networking concepts: TCP/IP, DNS, DHCP and VPN.
• Comfort with a ticketing system, preferably Jira, and the instinct to mine it for trends.
• Scripting ability in at least one of PowerShell, Bash, Python or AppleScript, enough to automate a repetitive task end to end.
• Exceptional customer service, attention to detail and clear written and verbal communication.
• The judgment to work independently across time zones, set your own priorities and know when to elevate.

Nice to have

• Cisco Meraki networking experience, including switching, wireless and firewall configuration.
• Experience with Atlassian tooling beyond Jira Service Management.
• Hands-on use of AI tools such as Claude, ChatGPT, Gemini or Copilot in a support or automation context.
• Exposure to supporting a distributed global workforce.

This is a fixed-term role for six (6) months. Any extension or conversion to a permanent position will depend on business needs and performance, and is not guaranteed.

Equal Employment Opportunity

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.