Service Desk Engineer

Mobiz IT; Karachi Division; On-site; PKR 2,008,800 - 3,348,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Modern technology stack

Job summary

Mobiz IT in Karachi, Pakistan, seeks a mid‑level Service Desk Engineer to support end users across Microsoft 365, Azure AD, Intune, and AVD. You’ll resolve incidents, fulfill service requests, and maintain ticket lifecycles with a strong focus on quality communication.

The role requires hands‑on experience with Microsoft 365, Entra ID, Intune/Autopilot, and ITSM (ServiceNow); a Bachelor’s degree is preferred. Join a collaborative team delivering managed services with growth opportunities.

Qualifications

• Bachelor’s degree in IT, CS, or a related field.
• 3–5 years of IT support with direct end‑user service responsibilities.
• Solid hands‑on experience with Microsoft 365 administration: Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID.
• Demonstrable experience with Microsoft Intune—device enrollment, compliance policies, configuration profiles, app deployment, and Autopilot provisioning.
• Experience with ServiceNow or similar ITSM platforms for incident/service request lifecycle management.

Responsibilities

• Serve as the primary contact for Tier 1/2 incidents and service requests via ServiceNow, email, and Teams.
• Triage, categorize, and prioritize tickets, apply runbooks, and drive first‑contact resolution where possible.
• Diagnose and resolve issues across Microsoft 365 apps, Windows 10/11, hardware, connectivity, and identity access.
• Manage ticket lifecycle with accurate status updates and clear resolutions to end users.
• Escalate unresolved or out‑of‑scope incidents with complete investigation summaries to engineering teams.
• Maintain concurrent queues while upholding documentation quality and SLA adherence.
• Administer Microsoft 365 tenant services: Exchange Online mailbox management, Teams configuration, SharePoint site admin, and OneDrive policy enforcement.
• Manage user lifecycle in Entra ID: user creation, group membership, license assignment, MFA enrollment, Conditional Access troubleshooting, and offboarding.
• Troubleshoot mail flow, including hybrid Exchange configs, mail routing, and spam filtering.
• Support Teams Voice and calling plan configurations and related setup tasks.
• Manage SharePoint Online permissions and document libraries; handle external sharing policies.
• Build, maintain, and deploy Windows 10/11 device images using Intune and Autopilot; enroll devices and tune ESP.
• Manage Intune policies, app deployments, and update rings; troubleshoot enrollment failures and co-management with SCCM/MECM.
• Perform remote endpoint diagnostics via Intune and PowerShell scripting to resolve OS-level issues.
• Package and deploy Win32 and LOB apps; ensure endpoint security baselines via Defender/BitLocker.
• Provide Tier 1/2 AVD support: session host connectivity, profile load issues, and image lifecycle tasks.
• Monitor AVD health with Azure Monitor; manage host pool assignments and entitlements.
• Coordinate with cloud engineering for scaling plans and reprovisioning needs.

Skills

Microsoft 365 administration

Azure Entra ID (Azure AD)

Intune & Autopilot provisioning

End‑user IT support

ServiceNow ITSM

Windows 10/11 troubleshooting

Azure Virtual Desktop (AVD)

Strong communication

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Intune

Windows Autopilot

Exchange Online

Teams

SharePoint Online

OneDrive

Entra ID

Job description

About Mobiz

Mobiz is a global technology services leader, Microsoft‑aligned managed services and cloud solutions provider, empowering mid‑market and enterprise organizations across North America and the Middle East. We deliver end‑to‑end IT operations, Modern Work and Security, Data and AI, cybersecurity, infrastructure, and digital transformation services—driving resilience, innovation, and measurable business impact at scale.

What Can You Expect?

Every day at Mobiz we work with a deep sense of purpose. We continuously innovate. Our mission is to empower our clients to do more through transformation. You’ll work in a collaborative environment alongside highly talented people that improve client operations and exceed expectations. We strive to simplify technology challenges, and no less.

Who Are We Looking For?

The Service Desk Engineer is a mid‑level technical support professional within Mobiz's End User Services practice, providing high‑quality incident resolution, service request fulfillment, and end‑user technology support across a portfolio of managed services clients. This role is not a traditional helpdesk position — it requires engineers who are equally comfortable handling a complex Microsoft 365 mail flow issue, building and deploying a Windows 11 device image via Intune Autopilot, troubleshooting an Azure Virtual Desktop session host, and executing a user onboarding workflow across Entra ID, Exchange Online, and Microsoft Teams. The ideal candidate brings strong hands‑on experience across the Microsoft 365 and Azure ecosystem, a methodical approach to problem‑solving, and the professional communication skills to represent Mobiz to client end users and IT contacts with confidence.

Key Responsibilities

• Serve as the primary point of contact for Tier 1 and Tier 2 incidents and service requests submitted by client end users and IT administrators via ServiceNow, email, and Teams.
• Acknowledge, triage, categorize, and prioritize incoming tickets against defined SLA windows; apply runbook procedures to drive first‑contact resolution wherever possible.
• Diagnose and resolve a wide range of end‑user issues spanning Microsoft 365 applications, Windows 10/11 desktop environments, hardware, connectivity, and identity access.
• Manage ticket lifecycle from open to close — maintaining accurate status updates, documenting all actions taken, and communicating resolution clearly to the end user.
• Escalate unresolved or out‑of‑scope incidents to engineering teams (cloud, network, security) with a complete investigation summary, minimizing time‑to‑resolution on handoff.
• Handle concurrent ticket queues without compromising documentation quality or SLA adherence — personal queue management is a key performance expectation for this role.

Microsoft 365 Administration & Support

• Administer Microsoft 365 tenant services on behalf of clients: Exchange Online mailbox management, Teams configuration, SharePoint site administration, and OneDrive policy enforcement.
• Manage user lifecycle operations in Microsoft Entra ID (Azure AD): user creation, group membership, license assignment, MFA enrollment, Conditional Access troubleshooting, and offboarding.
• Troubleshoot mail flow issues — including hybrid Exchange configurations, mail routing, spam filtering, shared mailbox permissions, and email client profile problems.
• Support Teams Voice and calling plan configurations: number assignment, calling policies, dial plan troubleshooting, and voicemail routing for clients on Microsoft Phone System.
• Administer and troubleshoot SharePoint Online permissions, document library structure, external sharing policies, and basic SPFx component issues.
• Respond to Defender for Office 365 alerts related to phishing, suspicious sign‑ins, and risky users — execute remediation actions per defined security runbooks.

Device Management, Imaging & Endpoint Operations

• Build, maintain, and deploy Windows 10/11 device images using Microsoft Intune and Windows Autopilot — including Autopilot profile configuration, enrollment status page (ESP) tuning, and deployment group management.
• Manage Intune device compliance policies, configuration profiles, app deployment packages, and update rings across client device estates.
• Troubleshoot Intune enrollment failures, Autopilot pre‑provisioning errors, compliance policy conflicts, and co‑management configuration issues with Configuration Manager (SCCM/MECM) where applicable.
• Perform remote endpoint diagnostics and remediation via Intune remote actions, RMM tooling, and PowerShell scripting — resolving software, driver, and OS‑level issues without requiring physical access.
• Manage application packaging and deployment: Win32 app wrapping, LOB app publishing, Microsoft Store for Business, and MSIX App Attach for AVD environments.
• Maintain endpoint security baselines: BitLocker encryption status, Defender for Endpoint onboarding, Windows Update compliance, and local admin policy enforcement via Intune.

Azure Virtual Desktop (AVD) Support & Operations

• Provide Tier 1 and Tier 2 support for Azure Virtual Desktop environments — troubleshoot session host connectivity, user profile load failures, application launch errors, and FSLogix profile container issues.
• Monitor AVD host pool health, session host availability, and resource utilization via Azure Monitor and the AVD Insights workbook; elevate capacity or performance issues proactively.
• Manage AVD user assignments, application group entitlements, and workspace configurations in the Azure portal and via PowerShell.
• Troubleshoot FSLogix profile container issues: VHD mounting failures, profile bloat, antivirus exclusion gaps, and storage account connectivity problems (Azure Files / NetApp).
• Support AVD image lifecycle operations: assist with golden image updates, Sysprep and generalization workflows, and image version publishing via Azure Compute Gallery.
• Coordinate with the cloud engineering team on AVD scaling plan adjustments, session host reprovisioning, and host pool configuration changes requiring elevated access.

Azure & Cloud Support

• Handle Azure‑level support tasks within defined scope: virtual machine start/stop/restart operations, disk management, resource group access reviews, and Azure AD (Entra ID) administrative actions.
• Troubleshoot Azure resource connectivity issues: NSG rule review, VNet peering status, Azure Bastion access, and Private Endpoint DNS resolution.
• Monitor Azure resource health alerts and service health notifications for client subscriptions; create ServiceNow incidents for actionable events and coordinate with the NOC where applicable.
• Support Azure Backup and Recovery Services Vault operations: validate backup job completion, initiate restore operations, and elevate vault configuration issues to the cloud engineering team.
• Assist with Entra ID (Azure AD) administrative tasks: group‑based license assignment, Dynamic Group query troubleshooting, PIM role activation support, and B2B guest user management.

Documentation & Knowledge Management

• Document all troubleshooting steps, resolution paths, and workarounds in ServiceNow ticket records to a standard that enables any peer to understand the full case history.
• Author knowledge base articles and how‑to guides for recurring issues, newly onboarded client environments, and common end‑user self‑service scenarios.
• Maintain accurate client environment documentation: tenant configurations, device naming conventions, imaging standards, AVD host pool details, and escalation contact matrices.
• Contribute to runbook updates following resolution of novel or complex incidents; flag procedural gaps to the Service Desk Manager for review.

Candidate Profile: Requirements & Preferred Qualifications

Required Qualifications

• Bachelor’s degree in IT, Computer Science, or relevant field.
• 3–5 years of IT support or systems administration experience with direct end‑user service responsibilities in a managed services or enterprise environment.
• Solid hands‑on experience with Microsoft 365 administration: Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID (Azure AD).
• Demonstrable experience with Microsoft Intune — device enrollment, compliance policies, configuration profiles, app deployment, and Autopilot provisioning.
• Practical experience supporting Windows 10/11 desktop environments including OS troubleshooting, driver management, Group Policy, and local/domain account issues.
• Working knowledge of Azure Virtual Desktop — at minimum session host connectivity troubleshooting, FSLogix profile issues, and user entitlement management.
• Familiarity with Azure fundamentals: resource management, VM operations, storage accounts, NSGs, and basic Entra ID administration.
• Experience with ServiceNow or an equivalent ITSM platform for full incident and service request lifecycle management.
• Professional written and verbal communication skills — able to explain technical issues clearly to non‑technical end users and to IT administrators alike.

Preferred Qualifications

• Microsoft MD‑102 (Endpoint Administrator) certification — or actively pursuing.
• Microsoft MS‑900 (M365 Fundamentals), MS‑102 (M365 Administrator Expert), or AZ‑104 (Azure Administrator) — or actively pursuing.
• Microsoft AZ‑140 (Azure Virtual Desktop Specialty) — or actively pursuing.
• Experience with Windows Autopilot pre‑provisioning (White Glove), Autopilot Reset, and hybrid Entra ID join scenarios.
• Familiarity with FSLogix advanced configuration: Cloud Cache, per‑app masking, antivirus exclusion sets, and profile container sizing strategies.
• Exposure to MSIX App Attach or application layering technologies for AVD application delivery.
• Basic PowerShell scripting for M365 and Azure administration tasks: bulk user operations, license reporting, Intune device queries, and AVD session management.
• Experience with Microsoft Defender for Endpoint (MDE) at the endpoint administration level: onboarding, policy assignment, and basic alert triage.
• Familiarity with hybrid identity environments: Entra ID Connect sync, password hash sync, and pass‑through authentication troubleshooting.

Core Technical Skill Set

• ITSM: ServiceNow (Incidents, Service Requests, Changes, Knowledge, Timecards)
• Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft Admin Center
• Identity & Access: Microsoft Entra ID (Azure AD), PIM, Conditional Access, SSPR, MFA
• Endpoint Management: Microsoft Intune, Windows Autopilot, Endpoint Analytics, SCCM/MECM (co‑management)
• Azure Virtual Desktop: Host Pools, Session Hosts, Application Groups, Workspaces, FSLogix, Azure Compute Gallery
• Azure: Azure Portal, Azure Monitor, Resource Groups, VMs, NSGs, Azure Backup, Recovery Services Vaults
• Security: Microsoft Defender for Endpoint (endpoint‑level), Defender for Office 365 (alert triage)
• RMM: ConnectWise Automate / N‑able / Datto RMM (remote support and endpoint monitoring)
• Scripting: PowerShell, Microsoft Graph (read‑level and administrative tasks)
• Productivity: Microsoft 365 (Teams, Outlook, SharePoint, OneNote), Dynamics 365 CRM

Core Competencies (Power Skills)

• Customer Service Excellence
• Communication
• Problem Solving & Troubleshooting
• Ownership & Accountability
• Time & Priority Management
• Collaboration & Teamwork
• Adaptability & Continuous Learning
• Attention to Detail
• Critical ThinkingCustomer‑Focused Incident Management

What We Offer

• A team of bright, hard‑working, and innovative people that will contribute to your growth.
• Competitive Salary and comprehensive benefits plan.
• A dynamic and collaborative work environment with opportunity to work with cutting‑edge technology and innovative solutions.

Other

This is a full‑time, on‑site position based in Karachi, Pakistan.

Equal Opportunity & Diversity Commitment

At Mobiz, we believe that diverse perspectives, experiences, and backgrounds strengthen our organization and drive innovation. We are committed to fostering an inclusive workplace where all employees are valued, respected, and empowered to succeed. As an equal opportunity employer, we make employment decisions based on qualifications, merit, and business needs, without regard to race, gender, age, religion, disability, national origin, or any other protected characteristic.