• Provide 1st and 2nd level support to the business and its customers
• Create new user and email accounts, password changes, MFA resets
• Monitor backup alerts and resolve any issues that arise with a view to incident reduction
• Monitor and resolve any endpoint protection (antivirus) issues
• Monitor firewall warnings/alerts and resolve
• Install, deploy and configure Auto-IT web applications and Web services endpoints using IIS
• Liaise with our customers or their third-party IT with the required firewall configurations
• Implement solutions, in conjunction with 3rd Level Support & Management, that meet the business/customer needs
• Provide level 2 support troubleshooting for issues related to web applications
• Undertake proactive system maintenance, troubleshooting, and reporting
• Provide assistance and guidance to end users, 3rd party vendors, and customers
• When required help monitor and maintain patching systems and server backups
• Administration of virtual server environments, Storage Area Networks, server infrastructure, networks (LAN/WAN), Active Directory, Security etc.

• Develop and maintain detailed technical documentation for all web app deployment and configurations that Auto-IT develop and support
• Initiate and document detailed Technical Change Requests and Service Requests
• Maintain a working knowledge of Auto IT web applications, and infrastructure architecture required for them and work proactively to identify improvements that support business requirements
• Incident Request Life Cycle, Continuously and actively monitor the Service Desk support queue, service calls and system alerts
• Ensure that all requests for assistance are logged within two business hours of being received

• Escalate critical incidents where appropriate to Level 3 or Technical Services Manager in a timely fashion
• Raise, record, track and manage technical Incident Requests and Service Requests, from identification to closure.
• Adhere to Auto IT Change Management practice
• Maintain and contribute to the knowledge base for all changes, requests, problems, resolutions technical documents etc.

• Reporting to the Technical Services manager
• Liaise with support teams to ensure procedures are followed and expectations are being met
• Liaise with third-party vendors to ensure incidents are resolved within agreed SLAs
• Establish and maintain positive customer relationships where both parties are motivated to fulfil their respective obligations and successfully meet expectations in order to achieve a win-win outcome
• Build and maintain relationships with both Internal and External Auto IT customers

• Adhere to all Auto IT Policies and Procedures.
• Provide up to date timely reporting when required
• Undertake other duties as required that are within the skills and abilities of the post holder.
• Maintain a polite, sympathetic and at all times professional attitude when dealing with internal and external customers, whether it be in person, by phone or via electronic communication

• Excellent written and verbal communication skills (essential)
• Willingness to take ownership of problems and investigate issues, identifying root causes, and see them through to resolution (essential)
• An understanding of Microsoft Active Directory, Group Policies, AD Sites & Services
• An understanding of Microsoft Distributed File System
• Excellent knowledge of security best practices, e.g. Virus solutions, Firewall solutions (essential)
• Excellent knowledge of Backup solutions, backup devices, and configuration of both (essential)
• Knowledge of infrastructure architecture for small to large organisations (essential)
• Thorough understanding of the requirements of a tiered support structure (essential)
• Strong problem analysis skills (essential)
• Understanding of the ITIL framework for problem, change and release management

• Experience in systems support (essential)
• Proven technical skills in some or all of the following:
  • Microsoft Active Directory (Good Understanding)
  • Office / Exchange 365 (Basic Understanding)
  • Backup infrastructure (Basic Understanding)
  • Virus control and security implementations (Basic Understanding)
  • Microsoft IIS (Basic Understanding)
  • Net Framework 4.0 / 4.5 or above (Basic Understanding)
  • Basic understanding of firewall configurations
  • basic understanding of Alma Linux required
• Excellent written and verbal communication skills
• Excellent organisational and time management skills
• Excellent relationship-building and interpersonal skills with the ability to interact with people at all levels
• An openness to new learning opportunities and the ability to adhere to processes and follow defined procedures
• Willingness to take ownership of problems investigate issues and see them through to completion
• Sound technical knowledge and experience with the ability to troubleshoot
• Demonstrated ability to work in demanding situations and prioritise work demands
• Strong problem-analysis skills
• Ability to work effectively as part of a team, a Team player
• Flexibility and willingness to travel
• Can work independently with little or minimal supervision
• Self-motivated, enthusiastic and proven fast learner
• Microsoft Certification would be an asset
• ITIL Foundations (would be an asset /Desirable)

• 11:30 AM to 8:00 PM Australian Eastern Time (6:30 AM to 3:00 PM Pakistan Time)

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment