Senior IT Help Desk Engineer - End-User Support

10Pearls, LLC; Islamabad; On-site; PKR 600,000 - 900,000; Full time

Job summary

10Pearls, LLC is seeking a customer-focused IT Help Desk Support Engineer in Islamabad to provide first-line technical support for hardware, software, and network issues. You will log, triage, and resolve tickets, escalate to appropriate teams when needed, and maintain high-quality customer service throughout.

You will handle onboarding of new devices, manage user accounts, and support common productivity tools like Microsoft 365 and Google Workspace, while following ITIL processes and

Qualifications

• 4-5 years in IT help desk or service desk roles.
• Experience with Windows and/or macOS and common productivity tools.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN) and connectivity troubleshooting.
• Familiarity with directory services (Active Directory/Azure AD).
• Experience with ITSM/ticketing tools (ServiceNow/Jira/Freshservice).
• Strong customer service orientation and communication skills.
• Ability to multitask and meet SLA targets.

Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents in the ITSM tool and maintain documentation.
• Diagnose and troubleshoot hardware, software, OS, and connectivity issues on desktops and laptops.
• Provide first-level support for common business apps and printer issues.
• Perform user account administration including password resets and access provisioning.
• Escalate unresolved incidents to Level 2/3 with clear notes and follow-up.
• Set up new workstations and peripherals for onboarding following imaging procedures.
• Maintain IT asset inventory and adhere to SLAs.
• Create and maintain knowledge base articles to aid self-service.

Skills

Windows

macOS

Office 365 / Google Workspace

AD/Azure AD

ITSM tools

VPN

Customer service

Networking basics

Education

Bachelor's degree

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

10Pearls, LLC is seeking a customer-focused IT Help Desk Support Engineer in Islamabad to provide first-line technical support for hardware, software, and network issues. You will log, triage, and resolve tickets, escalate to appropriate teams when needed, and maintain high-quality customer service throughout.

You will handle onboarding of new devices, manage user accounts, and support common productivity tools like Microsoft 365 and Google Workspace, while following ITIL processes and