Octus is looking for an IT Support Engineer (Fixed Term) to join our global IT team.

This is the bridge role between frontline support and engineering. You own the escalations nobody else can crack, and you fix the root cause so the ticket never comes back. Half the job is people: 900 colleagues across four regions who need their technology to just work. The other half is engineering: automating the setup, tightening our Intune and Jamf baselines and turning repeat tickets into permanent solutions.

You will not be handling password resets all day. You will not be architecting the global stack either. You sit in the middle, resolving hard problems and building the automation that keeps them solved.

What you will do

Escalations and end-user support

• Serve as the on-site technical owner for our Islamabad office, keeping the network, conference rooms, endpoint fleet and new hire setups running day to day, and escalating anything structural to Global IT.
• Own tier 2 and tier 3 escalations across macOS and Windows, from device and peripheral failures to identity and application issues.
• Troubleshoot escalated problems in Microsoft 365 (including Intune and Defender), Google Workspace, Zoom, Slack and the wider corporate application stack.
• Document every interaction, diagnostic path and resolution in Jira so the next person moves faster than you did.
• Spot the patterns in your ticket queue and propose the fix that removes the category of issue, not just the instance.

Device and endpoint management

• Manage and improve our Microsoft Intune environment for Windows and our Jamf Pro environment for macOS.
• Improve and automate device provisioning, configuration and deployment for laptops, peripherals and mobile devices.
• Deploy and validate software updates and patches on a predictable cadence.
• Raise the stability, performance and security posture of our end-user computing environments through incremental hardening.

Identity and access

• Administer user accounts and access permissions in Okta and connected back-office applications.
• Support and improve automated joiner, mover and leaver workflows so onboarding and offboarding run clean and on time.
• Apply least privilege as the default and flag access patterns that drift from it.

Documentation and continuous improvement

• Write and maintain end-user knowledge base articles that people actually use.
• Keep infrastructure documentation current, including diagrams, configurations and runbooks.
• Contribute to IT projects that make our infrastructure more resilient and less dependent on manual intervention.
• Pilot new tools and services, including AI assistants, and make the case for what earns a place in our stack.

What you will bring

• 3 or more years in IT support or IT engineering, with meaningful time spent on escalations rather than tier 1 queues.
• Strong hands-on troubleshooting across macOS and Windows, covering operating systems, hardware and peripherals.
• Working administration experience with Microsoft 365 (Intune and Defender), Google Workspace and Jamf Pro.
• Experience with Okta or a comparable identity provider, including user lifecycle and access management.
• Solid grasp of core networking concepts: TCP/IP, DNS, DHCP and VPN.
• Comfort with a ticketing system, preferably Jira, and the instinct to mine it for trends.
• Scripting ability in at least one of PowerShell, Bash, Python or AppleScript, enough to automate a repetitive task end to end.
• Exceptional customer service, attention to detail and clear written and verbal communication.
• The judgment to work independently across time zones, set your own priorities and know when to escalate.

Nice to have

• Cisco Meraki networking experience, including switching, wireless and firewall configuration.
• Experience with Atlassian tooling beyond Jira Service Management.
• Hands-on use of AI tools such as Claude, ChatGPT, Gemini or Copilot in a support or automation context.
• Exposure to supporting a distributed global workforce.

This is a fixed-term role for six (6) months. Any extension or conversion to a permanent position will depend on business needs and performance, and is not guaranteed.