NOC / Helpdesk Engineer

Job Description

Role Overview

Division Information Security
Reporting Line Chief Information Security Officer
Location Karachi
Employment Type Full-time

The NOC / Helpdesk Engineer is responsible for first-line monitoring, incident response, and technical support across SITC’s network,
systems, and end-user helpdesk operations, ensuring continuity of service and timely escalation of unresolved issues.

Key Responsibilities

  • Monitor network, server, and application performance through NOC dashboards and alerting tools; log, triage, and escalate incidents in line with defined SLAs.
  • Provide first- and second-line technical support to end users through the helpdesk ticketing system, telephone, and in-person channels, covering hardware, software, network, and access issues.
  • Perform routine health checks, backups, and preventive maintenance on servers, network devices, and end-user equipment.
  • Maintain and update incident logs, knowledge base articles, and standard operating procedures for recurring issues.
  • Coordinate with Engineering, DevOps, IT Infrastructure, and Security teams for incident resolution, change implementation, and escalation of complex faults.
  • Support shift-based or 24/7 service operations as required, including on-call rotation for critical incidents.

Required Skills & Competencie

  • Working knowledge of Windows and Linux server and desktop environments.
  • Networking fundamentals: TCP/IP, DNS, DHCP, VPN configuration, and LAN/WAN troubleshooting.
  • Proficiency with helpdesk ticketing systems and remote support tools (e.g., TeamViewer, AnyDesk, RDP).
  • Familiarity with backup, antivirus, and endpoint monitoring tools.
  • Ability to triage, log, and escalate incidents within defined SLAs.
  • Clear, professional communication with end users across technical and non-technical audiences.

Qualification & Experience

Education: Bachelor’s degree in Computer Science, IT, or a related field; vocational training or a relevant professional certification, together with demonstrated experience, may be considered where the evidence supports the required capability.
Experience: 1–3 years of relevant NOC, helpdesk, or IT support experience, with a working command of the core toolset and a track record of delivering assigned work to a professional standard with review. Working knowledge of Windows/Linux environments, networking fundamentals (TCP/IP, DNS, DHCP), ticketing systems, and remote support tools, applying established methods and structured problem-solving within defined standards. ITIL Foundation, CompTIA A+/Network+, CCNA, or similar certifications preferred.

Note:
Only PDF resumes are accepted.
Your CV must include an email ID, mobile number, LinkedIn URL, and current city.

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