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Systems Engineer II - Advanced Technical Support

Prime SystemLahore, Punjab, Pakistan
On-site Full-time

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Experience Level

Experience

Qualifications

Minimum of 3 years of experience in a technical support role, ideally within a Managed Service Provider environment. Proven experience in troubleshooting complex M365 issues. Strong knowledge of Windows operating systems and IT infrastructure.

About the job

As a Systems Engineer Level II at Prime System, you will play a vital role in delivering exceptional technical support and innovative solutions to our clients. This position carries significant responsibility, requiring you to troubleshoot intricate issues, implement effective solutions, and collaborate seamlessly with both clients and internal teams.

Primary Responsibilities:

  • Deliver advanced technical support to clients, resolving complex hardware, software, and network challenges.
  • Efficiently troubleshoot and resolve escalated incidents and service requests.
  • Provide on-site support at client locations when necessary.
  • Take a leadership role in monitoring and managing client IT infrastructure, ensuring peak performance and reliability.
  • Implement and oversee regular maintenance tasks, updates, and system optimizations.
  • Lead initiatives to resolve challenging IT incidents, document root causes, and implement preventive strategies.
  • Guide and mentor Level I engineers in troubleshooting and resolution techniques.
  • Maintain detailed documentation of client environments, configurations, and support procedures.
  • Contribute actively to the creation of knowledge base articles and training materials.
  • Engage directly with clients to understand their technical requirements and deliver proactive solutions.
  • Communicate effectively with clients, providing status updates, technical insights, and recommendations.
  • Perform additional duties as assigned by management to enhance organizational success.
  • Troubleshoot complex issues within the M365 ecosystem, addressing technical challenges related to M365 services such as Outlook, Teams, SharePoint, OneDrive, and Office applications.
  • Utilize PowerShell to automate repetitive tasks like bulk user management, mailbox configuration, and M365 usage and security reporting.
  • Assist with M365 Security Center responsibilities, including detecting suspicious activities, responding to alerts, and enforcing data loss prevention (DLP) policies.
  • Manage user identities via EntraID, including advanced tasks like role assignments, multi-factor authentication (MFA), and conditional access policies.
  • Handle intricate user permissions for SharePoint, Teams, and other M365 applications involving multiple access control levels or troubleshooting group-based permission issues.
  • Create, update, and remove user accounts, including license assignments and permission configurations.

About Prime System

Prime System is a leading provider of technical solutions and services, dedicated to fostering innovation and ensuring client success through advanced IT support and infrastructure management.

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