IT Support Technician (Remote)

Job Type: Full-Time

Shift: 12-hour shifts

Location: Remote

Salary Expectations: PKR 80,000 – 140,000

(Final salary will be based on relevant skills and experience demonstrated during the hiring process.)

About the role

We're looking for an IT Service Desk Executive who enjoys solving problems and communicating with people just as much as working with technology.

This isn't a role where you simply answer tickets and move on. You'll be the first point of contact for clients, helping them resolve technical issues quickly while delivering a professional and positive support experience.

While this is a 12-hour support role, the workload is generally steady rather than constant. You'll typically be actively working around 6–8 hours during your shift, with the remaining time requiring availability to respond promptly when support is needed.

If you're naturally tech-savvy, communicate confidently, stay calm under pressure, and genuinely enjoy helping people, you'll fit in well here.

About Elite IT Team

Elite IT Team is a technology company delivering software development, AI development, digital marketing, cybersecurity services, and managed IT solutions to businesses across the UK, US, and beyond. We help our clients build products, strengthen their security posture, and grow through smarter use of technology - from custom applications and AI-driven tools to ongoing IT support and digital growth strategies.

What You'll be doing

• Act as the first point of contact for client support requests via phone, email, and ticketing systems.
• Provide prompt, professional support through calls, emails, and remote support sessions.
• Troubleshoot and resolve first-line technical issues efficiently.
• Support users with Microsoft 365, Entra ID, Intune MDM, Windows devices, and general IT-related issues.
• Escalate complex technical problems to the appropriate internal teams when required.
• Communicate with clients professionally, keeping them informed throughout the resolution process.
• Log, track, and update support tickets accurately.
• Prioritise support requests based on urgency and business impact.
• Follow up with clients to ensure issues have been fully resolved.
• Work closely with internal technical teams to deliver timely resolutions.
• Maintain excellent customer satisfaction through clear communication and prompt responses.
• Continuously improve product and technical knowledge to provide better support.

What we are looking for

• Excellent spoken and written English communication skills (this is a core requirement).
• Strong customer service mindset with a professional attitude.
• Comfortable speaking with clients over the phone and via email.
• Previous experience providing 1st Line IT Support in a professional environment.
• Hands-on experience supporting Microsoft 365, Entra ID (Azure Active Directory), and Intune MDM.
• Good technical understanding of Microsoft Windows, networking fundamentals, endpoint management, and common IT systems.
• Strong troubleshooting and problem-solving skills.
• Ability to remain organised and manage multiple support requests simultaneously.
• Confident working independently while knowing when to escalate issues.
• Strong attention to detail and commitment to delivering high-quality service.
• Comfortable working 12-hour shifts as part of the support schedule.

Nice to Have

• Experience with ticketing systems and remote support tools.
• Experience supporting business users across cloud-based environments.
• Knowledge of Microsoft Defender, Exchange Online, SharePoint, or Teams administration.
• IT certifications such as CompTIA A+, Microsoft Fundamentals, Modern Desktop Administrator, or equivalent.

Why this role

• Work with clients across the UK and USA.
• Build hands-on experience across modern Microsoft cloud technologies and enterprise IT environments..
• Gain exposure to Microsoft 365, Entra ID, Intune, cloud technologies, and AI-driven solutions.
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• Opportunities for professional development and career progression.