Helpdesk Supervisor / Level 2 IT Support Engineer

Protaxhelp Pvt Ltd is seeking a dedicated Helpdesk Supervisor / Level 2 IT Support Engineer to lead and manage a team of two IT support professionals. The role demands hands-on expertise in troubleshooting Windows 10 and 11 environments, administering Microsoft 365 services, and performing advanced incident management to ensure timely and efficient resolution of IT-related issues. The ideal candidate possesses a bachelor's degree in Information Technology or a related field, coupled with a minimum of five years of practical IT support experience, including at least one year in a supervisory or senior escalation capacity. This position requires strong leadership capabilities to oversee helpdesk operations, manage ticketing queues, and coordinate problem escalation processes effectively. The candidate will be responsible for managing endpoint device configurations, network fundamentals, identity and access management, and business application support. Strong communication skills and the ability to maintain operational integrity under pressure are crucial. The role also involves occasional travel between Islamabad and Mansehra, emphasizing flexibility and dedication to organizational needs.
Responsibilities
- Oversee daily helpdesk operations, managing a team of two IT support staff to deliver prompt and effective technical assistance.
- Lead Level 2 troubleshooting and resolution for Windows 10 and Windows 11 desktop, laptop, and peripheral device issues.
- Administer Microsoft 365 environment including Outlook, Teams, OneDrive, SharePoint, and perform related administrative tasks.
- Manage user accounts, groups, permissions, multi-factor authentication, and shared mailbox configurations using Active Directory or Microsoft Entra ID.
- Monitor and manage incident tickets and escalation queues ensuring service levels are met and technical documentation is maintained accurately.
- Provide advanced support in identity and access management (IAM), endpoint and device management via Microsoft Endpoint Manager (Intune), and network security.
- Coordinate asset, license, and inventory management practices to maintain up-to-date records of organizational IT resources.
- Facilitate user onboarding and offboarding processes, ensuring seamless access provisioning and revocation.
- Supervise and mentor team members to enhance their troubleshooting skills, technical knowledge, and customer service capabilities.
- Collaborate with cross-functional teams to support business applications and network troubleshooting involving TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, and remote desktop technologies.
- Handle remote desktop support leveraging Remote Desktop Protocol (RDP) and other remote monitoring and management tools.
- Maintain calm and methodical management of technical incidents, making operational decisions within delegated authority.
- Produce comprehensive technical documentation, status reports, and communicate effectively with stakeholders.
- Travel occasionally between Islamabad and Mansehra to support organizational IT operations as required.