Technical Support Officer

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

Inbox Business Technologies is looking for a Technical Support Officer who can provide first-level technical support to end-users across PTCL offices and remote locations. The role involves responding to support requests via phone email and ticketing system troubleshooting hardware software and network issues and ensuring high levels of customer satisfaction through timely and effective resolution.

Responsibilities

Provide first-level technical support to end-users via phone email and ITSM/ticketing system.
Troubleshoot and resolve hardware software network and application-related issues.
Accurately log track and update all support requests in the Helpdesk/ITSM tool.
Escalate unresolved issues to appropriate teams ensuring follow-through until closure.
Support installation configuration and maintenance of desktops laptops printers and other IT equipment.
Assist users with issues related to Windows OS Microsoft Office VPN email and internet connectivity.
Monitor system performance and service availability in collaboration with NOC and Infrastructure teams.
Maintain and update documentation including troubleshooting steps FAQs and knowledge base articles.
Ensure adherence to SLA timelines and proactively report recurring issues for root cause analysis.
Provide on-site support for IT activities at various PTCL locations as needed.

Requirements

Bachelors degree in Computer Science Information Technology or a related field (preferred).
13 years experience in IT support/helpdesk roles. Fresh graduates with strong technical knowledge are encouraged to apply.
Proficiency in Windows OS and Microsoft Office Suite.
Good understanding of networking concepts (LAN/WAN DNS DHCP).
Experience with ticketing/ITSM tools (e.g. ServiceNow Remedy).
Ability to troubleshoot hardware software and peripheral devices.
Excellent communication and interpersonal abilities.
Willingness to work in shifts and rotational schedules as per business needs.
Certifications (Preferred): CompTIA A Network Microsoft MTA / MCSA ITIL Foundation

Key Skills:

Strong problem-solving and analytical skills.
High level of customer service orientation with patience and professionalism.
Ability to multitask and work effectively under pressure.
Collaborative team player with a proactive and can-do attitude.

Required Experience:

Unclear Seniority

DescriptionInbox Business Technologies is looking for a Technical Support Officer who can provide first-level technical support to end-users across PTCL offices and remote locations. The role involves responding to support requests via phone email and ticketing system troubleshooting hardware softwa...

Description

Responsibilities

Provide first-level technical support to end-users via phone email and ITSM/ticketing system.
Troubleshoot and resolve hardware software network and application-related issues.
Accurately log track and update all support requests in the Helpdesk/ITSM tool.
Escalate unresolved issues to appropriate teams ensuring follow-through until closure.
Support installation configuration and maintenance of desktops laptops printers and other IT equipment.
Assist users with issues related to Windows OS Microsoft Office VPN email and internet connectivity.
Monitor system performance and service availability in collaboration with NOC and Infrastructure teams.
Maintain and update documentation including troubleshooting steps FAQs and knowledge base articles.
Ensure adherence to SLA timelines and proactively report recurring issues for root cause analysis.
Provide on-site support for IT activities at various PTCL locations as needed.

Requirements

Bachelors degree in Computer Science Information Technology or a related field (preferred).
13 years experience in IT support/helpdesk roles. Fresh graduates with strong technical knowledge are encouraged to apply.
Proficiency in Windows OS and Microsoft Office Suite.
Good understanding of networking concepts (LAN/WAN DNS DHCP).
Experience with ticketing/ITSM tools (e.g. ServiceNow Remedy).
Ability to troubleshoot hardware software and peripheral devices.
Excellent communication and interpersonal abilities.
Willingness to work in shifts and rotational schedules as per business needs.
Certifications (Preferred): CompTIA A Network Microsoft MTA / MCSA ITIL Foundation