IT Tech Support Level 3

TechKnock IT Tech Support is seeking a highly skilled IT Tech Support Level 3 professional to join our team on site in Karachi, working the night shift aligned to US Central Time. This senior engineering role demands a proactive individual who independently plans, implements, and manages complex IT infrastructure projects while also providing advanced level 3 technical support. The role involves spearheading Microsoft 365 deployments, hybrid identity solutions, virtualization projects, and managing critical systems including Windows Server and Active Directory environments. Experience working in managed service provider (MSP) settings supporting US-based clients is essential. Additionally, this position includes managing a team of two personnel, providing leadership and guidance to ensure successful project delivery and superior customer service.
Responsibilities

• Plan, implement, and manage IT infrastructure projects independently from initiation through documentation and handover.
• Deploy and administer Microsoft 365 Business Premium services including Entra ID, Intune, Defender for Business, MFA, Conditional Access, and Autopilot.
• Execute Microsoft 365 cloud migrations, Exchange Online administration, and hybrid identity solutions.
• Manage and maintain Windows Server infrastructure including Active Directory, DNS, DHCP, Group Policy, and file services.
• Perform Windows Server upgrades, Active Directory migrations, and domain controller replacements efficiently.
• Deploy and troubleshoot virtualization environments using Hyper-V and VMware platforms.
• Handle complex level 3 technical escalations related to Microsoft 365, Windows Server, networking, security, and overall infrastructure.
• Develop, maintain, and utilize PowerShell scripts to automate repetitive administration and management tasks.
• Lead and manage a team of two IT support professionals by providing technical guidance, mentorship, and support.
• Maintain comprehensive project documentation, system configurations, and operational procedures to ensure knowledge transfer.
• Support and maintain networking infrastructure including VPNs, VLANs, and firewalls to secure and optimize network performance.
• Collaborate with clients and internal teams to understand requirements, set project objectives, and deliver timely solutions.
• Monitor, analyze, and respond to system alerts and incidents, ensuring minimal downtime and swift resolution.
• Utilize MSP tools such as Halo PSA, IT Glue, N-able N-central, Veeam, Datto, Sophos, UniFi, SentinelOne, or Huntress to enhance service delivery and system management.
• Continuously update technical knowledge and skills through certifications, training, and industry developments to maintain high service standards.