Vacancy Opening
IT Support Engineer - I
Contract: Permanent/ Full Time
Who we are?
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.
About this Role
We are looking for a motivated and customer-focused IT Support Engineer I to join our IT team in Lahore, Pakistan.
The successful candidate will provide first- and second-line technical support to users across the organisation, helping to maintain a reliable, secure and efficient IT environment. The role will involve supporting end users, Microsoft 365, Windows devices, Active Directory, Azure, networking and a range of business applications.
This is an excellent opportunity for an IT professional looking to develop their technical career within a modern Microsoft-based IT environment.
Key Responsibilities
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.
Microsoft 365 & Azure
- 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 escalate 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 escalate 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.
What we are looking for
We are looking for a motivated and customer-focused IT Support Engineer I to join our IT team in Lahore, Pakistan.
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.
Desirable Skills
- 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.
- ITIL Foundation certification.
Personal Attributes
- Customer-focused and professional.
- Enthusiastic about technology and learning.
- A strong problem solver.
- Organised and able to prioritise workload.
- Comfortable working under pressure.
- A good communicator.
- Security-conscious.
- 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.
- First-contact resolution rates.
- Customer satisfaction.
- 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.
Working Environment
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
- Microsoft Entra ID / Azure AD
- Active Directory
- Microsoft Intune
- Azure
- Exchange Online
- Microsoft Teams
- SharePoint
- OneDrive
- DNS / DHCP / TCP/IP
- VPN
- Windows Server
- ITSM / Service Desk platforms
- Endpoint security
Why Join Us?
This is an opportunity to join a growing IT function and develop a career within a Microsoft-focused cloud and infrastructure environment.
You will work alongside experienced IT professionals and gain exposure to enterprise technologies, cloud services, cybersecurity, networking and IT service management while building the skills required to progress into an IT Support Engineer II or Infrastructure Engineer role.
Exciting benefits we offer
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 Celebration Dinners (e.g) Annual dinners, Iftar dinners. Etc.
- 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)
- Referral Bonuses. (PKR. 25,000)
- Leave Bank & Encashment Policy.
- Monthly Mobile Allowance (PKR. 2,700) for Senior Software Engineers / Senior Data Engineers.
- Work-Life-Balance
Get to know us more
We’re so glad this position has caught your eye! Take a deeper look into who we are and what we do by visiting our website