Level 1 Support Engineer

2 weeks ago

Islamabad, Islamabad, Pakistan Cloudpso Full time

CloudPSO is a Information Technology Outsourcing (ITO) company that assists in the acquisition of qualified staff to address complex digital problems in order to increase efficiency, reduce costs, and maintain compliance.

CloudPSO was founded in 2017 with an aim to provide businesses with a competent and skilled workforce at any given point in time and from any geographic region.

We are a US-based company with headquarters in Dallas (Texas) and a center of excellence in Pakistan. We have over 200 facility seats with an additional Work-From-Home facility. CloudPSO has skillful in-house software development teams with state-of-the-art tools, the latest VOIP technology platform, and secure infrastructure.

Our core values consist of client satisfaction, commitment, quality, and transparency.

We, at CloudPSO, hunt, analyze, recruit, train, and retain top-notch talent for you to help achieve your business goals. Optimizing mission-critical and day-to-day enterprise IT operations, CloudPSO enables businesses to transform, innovate and scale.

Job Description

This is a remote position.

Job Location: Pakistan (Remote)
Job timings: Mon - Fri 8 AM - 5 PM US PST
Job Summary: CloudPSO is seeking a customer-centric Level 1 Help Desk Technician to join our dynamic IT support team. In this role, you will be the first line of support for CloudPSO clients, providing timely and effective resolutions for technical issues. This position is ideal for tech-savvy individuals with strong troubleshooting skills, a passion for delivering exceptional customer service, and a desire to grow in the IT and cloud computing space.

Key Responsibilities:

  • Respond to IT support requests from CloudPSO's clients via phone, email, or chat.
  • Diagnose and resolve basic hardware, software, and network issues.
  • Escalate complex issues to higher-level support teams, ensuring timely follow-up.
  • Assist with user account management, including onboarding, password resets, and permissions.
  • Maintain accurate and detailed documentation in CloudPSO's ticketing system.
  • Provide clear and concise instructions to non-technical users to resolve issues.
  • Support deployment and configuration of desktops, laptops, and mobile devices for clients.
  • Contribute to knowledge base articles for common issues and solutions.
Requirements

Education:

  • Bachelor's degree in Computer Science, Computer Engineering, Cloud Computing, or related fields.
  • Experience:
  • Over 3 years of experience in an IT support or customer service role.

Technical Proficiency:

  • Windows and MacOS operating systems.
  • Office productivity suites (e.g., Microsoft 365, Google Workspace).
  • Networking basics (IP configurations, VPN setups).
  • For Managed Services, RMM, PSA, SIEM, EDR, Helpdesk Support, Patch Management, collaboration & documentation.
  • Excellent interpersonal and communication skills.
  • Ability to troubleshoot and prioritize effectively under pressure.

Preferred Qualifications:

  • Industry certifications (e.g., CompTIA A+, ITIL Foundation, Azure Fundamentals).
  • Familiarity with CloudPSO's core services, including cloud management, remote monitoring, and patch management.
  • Experience with ticketing systems like Zendesk or ServiceNow.

Competitive salary and benefits package.
Opportunities for professional development and growth.
Collaborative and innovative work environment.
Chance to work on cutting-edge cloud projects.
Supportive and inclusive company culture.

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