Expert IT Enterprise Support

Grade Level: L2

Location: Islamabad

Last date to apply: 14th October 2025

What is Expert IT Enterprise Support?
As an Expert IT Enterprise Support, you are responsible for leading and managing IT Help Desk operations to deliver top-tier technical and non-technical support across the enterprise. Your role ensures customer satisfaction, service quality, and adherence to ITIL processes, while optimizing team efficiency and aligning IT services with organizational objectives.

What does Expert IT Enterprise Support?

Service Delivery & Operations

• Oversee 100% of service requests, incidents, and problem tickets through ServiceNow
• Act as the primary escalation point for urgent and complex issues; identify root causes and communicate resolutions effectively.
• Develop and implement ITIL-based frameworks for Service Level Agreements (SLAs) and Business Level Agreements (BLAs) to measure performance.
• Monitor, analyze, and report KPIs and operational trends for continuous service improvement.
• Manage vendor relationships, service outages, and emergency communications.

Team Leadership

• Lead a team of 30+ IT Engineers, including mentoring, performance management, and professional development.
• Build training materials and knowledge resources to enhance the technical capability of support staff.
• Ensure effective resource scheduling and backup plans for uninterrupted IT support coverage.

Systems & Infrastructure Management

• Manage enterprise systems including Microsoft 365, Cisco video conferencing, and domain registrations.
• Manage & monitor centralized Managed Printing Solution, improving cost efficiency and reliability.

Governance & Process Management

• Maintain compliance with Information Security and IT Governance standards.
• Drive process automation and establish Jazz’s IT Helpdesk as a single source of truth for service delivery.
• Manage procurement, PR/PO cycles, and vendor contracts to ensure smooth IT operations.

Inter-Departmental Coordination

• Plan and control CAPEX/OPEX budgets in line with the business plan.
• Manage regular & contractual employees IT clearance on regular basis in coordination with HR team
• Manage IT & VC equipment movement/transfer between different offices in coordination with Admin team
• Plan & align new offices IT support in line with the business plan

Requirements

What are we looking for and what does it require to be an Expert IT Enterprise Systems?

• BE/BS/BCS (Computer Science, EE, Computer Engineering), 5 – 10 Years of Relevant Experience
• Office365 admin certification
• Have sound knowledge of end user computing and networking, MS Windows Server, Active Directory, LDAP, Exchange Server, DNS, DHCP.
• Preferably have good understanding of MS Office365, MS Licensing, and collaboration tools.
• Problem Solver and a good team player
• Ability to work under pressure, Conflict management

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.