IT Support Engineer – I (Calrom)

Travel Innovation Group; Lahore; On-site; PKR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Medical Insurance

Pension Scheme

Gym access

Annual increments

Career progression

Company lunch provided

Onsite parking

Professional certifications reimbursed

Job summary

Calrom Pakistan (Private) Limited, the tech division of Travel Innovation Group, invites applications for an End User Support role in Lahore. You will resolve hardware, software and connectivity issues, assist remote users, and support MS 365 apps and Azure AD.

The role also covers onboarding, device provisioning and basic security tasks, with straightforward career growth in a global SaaS environment.

Qualifications

• 1–2 years in an IT Service Desk or IT Support role.
• Strong knowledge of Windows 11 and basic networking.
• Experience with Microsoft 365, Entra ID/Azure AD and Intune.
• Familiarity with ITIL processes and ticketing systems.
• Experience supporting remote users and Office 365 apps.

Responsibilities

• Provide first- and second-line IT support via phone, email and Teams.
• Troubleshoot hardware, software, network and VPN issues.
• Configure and deploy laptops and peripherals; manage user accounts.
• Support Microsoft 365 services including Exchange Online and Teams.
• Assist with onboarding/offboarding and security controls.

Skills

Customer-focused

Organised

Proactive

Willing to learn

Good communication

Problem solving

Tools

Windows 11

Microsoft 365

Azure AD / Entra ID

Intune

Exchange Online

Teams

SharePoint

OneDrive

VPN technologies

ITSM / ticketing

DNS / DHCP / TCP/IP

Active Directory

Windows Server

Microsoft Intune

Job description

Contract:Permanent/ Full Time
Location: Lahore, Pakistan
Hours: 10 AM to 6:30 PM (Mon to Fri)
Salary: Competitive DOE + Additional Benefits

Calrom Pakistan (Private) Limited (Microsoft Gold Partner) is tech division of Travel Innovation Group (Lime Management, Aviate and Calrom Limited) which has more than 250 staff all over the world. Calrom Pakistan Limited is a fast-growing SaaS tech company specializing in group booking solutions, fare distribution, air shopping and ticketing systems for airlines. Our systems are used by some of the world’s largest and most respected airlines, which is a testament to our passion for creating quality and innovative software solutions.

End User Support

• Provide first- and second-line technical support to employees via telephone, email, Teams and IT service management tools.
• Diagnose and resolve hardware, software, connectivity and user-account issues.
• Install, configure and troubleshoot Windows laptops, desktops, monitors, printers and other IT equipment.
• Support users with Microsoft Office applications including Outlook, Teams, Word, Excel and OneDrive.
• Assist users with remote-working and VPN-related issues.
• Provide clear and professional communication to users throughout the incident lifecycle.
• Escalate complex or high-impact incidents to senior engineers or specialist teams.
• Provide basic administration and support for Microsoft 365 services.
• Support Microsoft Entra ID (Azure AD) user accounts, groups and authentication.
• Assist with password resets, account unlocks and access requests in accordance with security policies.
• Support Microsoft Teams, Exchange Online, SharePoint and OneDrive.
• Assist with Microsoft Intune and device management activities.
• Support MFA and other identity and security controls.
• Assist with user onboarding and offboarding.
• Troubleshoot Microsoft 365 application and authentication issues.

Hardware & Infrastructure

• Configure and deploy laptops, desktops and other IT equipment.
• Troubleshoot basic network connectivity issues including LAN, Wi-Fi, DNS and DHCP.
• Assist with network troubleshooting and elevate infrastructure issues where required.
• Support printers, scanners, mobile devices and other peripherals.
• Assist with IT equipment stock and asset management.
• Carry out hardware replacement and basic maintenance.

IT Service Management

• Log, categorise, prioritise and manage incidents and service requests through the IT service management platform.
• Ensure tickets are updated with accurate troubleshooting information and resolution details.
• Meet agreed service level targets.
• Identify recurring issues and elevate potential problems to the appropriate team.
• Follow ITIL-based service management processes.
• Contribute to the creation and maintenance of knowledge-base articles and support documentation.

Security

• Follow company information security policies and procedures.
• Apply security best practices when dealing with user accounts, passwords and access permissions.
• Assist with endpoint security and Microsoft security controls.
• Report suspected security incidents promptly.
• Ensure access is provided according to the principle of least privilege.
• Never disclose or manually set user passwords unless specifically authorised under an approved security.

User Onboarding & Offboarding

• Prepare IT equipment for new starters.
• Create and configure user accounts and required access.
• Configure Microsoft 365 and endpoint services.
• Provide basic IT induction and guidance to new employees.
• Recover equipment and disable accounts when employees leave.Ensure access removal is completed in accordance with company procedures.

Required Skills & Experience Essential

• 1–2 years’ experience working in an IT Service Desk or IT Support environment.
• Good knowledge of Windows 11.
• Experience troubleshooting desktop and laptop hardware and software.
• Understanding of Active Directory.
• Basic knowledge of Microsoft 365.
• Basic understanding of Microsoft Entra ID / Azure AD.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Experience using an IT service management or ticketing system.
• Experience with Microsoft Intune.
• Experience with Azure.
• Experience supporting Exchange Online.
• Experience with Microsoft Teams and SharePoint.
• Knowledge of Group Policy.
• Knowledge of VPN technologies.
• Experience supporting remote users.Understanding of ITIL processes.
• Microsoft certifications such as AZ-900, MS-900, MD-102 or AZ-104.

Personal Attributes

• Customer-focused and professional.
• Enthusiastic about technology and learning.
• Organised and able to prioritise workload.
• Comfortable working under pressure.
• Proactive in identifying and resolving issues.
• Willing to learn and develop their technical skills.
• Able to work effectively with colleagues across different locations and time zones.

Performance Indicators

Success in the role will be measured through:

• Incident and service-request resolution within agreed SLAs.
• Quality and accuracy of ticket documentation.
• Effective escalation of complex incidents.
• Compliance with security and IT service-management procedures.
• Successful completion of onboarding and offboarding activities.
• Contribution to knowledge sharing and continuous improvement.
• Development of technical skills and relevant certifications.

The role will be based in Lahore, Pakistan, working as part of a wider IT and Infrastructure team. The engineer may be required to provide remote support to users and IT teams located in other countries and time zones.

The role may occasionally require participation in planned maintenance activities or out-of-hours support, subject to the organisation’s support arrangements.

Key Technologies

The successful candidate is expected to develop experience across:

• Windows 11
• Microsoft 365
• Active Directory
• Exchange Online
• Microsoft Teams
• SharePoint
• OneDrive
• DNS / DHCP / TCP/IP
• VPN
• Windows Server
• ITSM / Service Desk platforms

What you’ll get:

• Modern office in central Lahore with a great space to kick back and relax or collaborate with the team.
• Medical Insurance (OPD+IPD) for self & dependents (Spouse, children and as well as Parents).
• Pension Scheme Fund (Applicable after Probation Period).
• Gym Passport (or) Building Gym (available here in Askari Corporate Tower).
• Due Annual Increments (+) Inflation based adjustments (if applicable).
• (PDP) – Personal Development Program.
• Career Progression and Clear Career Path (SIFA based).
• Company Provided Lunch Everyday.
• Open Plan Environment.
• Company Sponsored Recreational (Local) Trips (and/or) team building events and activities.
• Company Paid Sports Activities.
• Onsite Secured Parkings for your Cars and Bikes.
• Company Paid Professional Certifications. (i.e) reimbursements subject to business needs.
• Monthly Birthday Celebrations of Employees.
• Bi-annual Bonuses (10% of your basic salary)
• Leave Bank & Encashment Policy.
• Monthly Mobile Allowance (PKR. 2,700) for Senior Software Engineers / Senior Data Engineers.

Registered in England: Lime Management Ltd 04783866 | Calrom Ltd 06200139 | Aviate Management Ltd 06745115
Registered Office: Chester House, Lloyd Drive, Cheshire Oaks Business Park, Ellesmere Port, CH65 9HQ.
Postal Address: World House, Lloyd Drive, Cheshire Oaks Business Park, Ellesmere Port, CH65 9HQ.