IT Support Associate

3 weeks ago

Lahore, Punjab, Pakistan Edge Full time

At Edge, we're on a mission to eliminate geographic borders as barriers to full-time employment and fair wages. We're creating a global HR platform ecosystem that seamlessly connects exceptional talent worldwide with North American businesses that need to fill positions. By making hiring globally easier than hiring locally, we provide businesses access to a broader talent pool and accelerate their hiring process. Spread across four continents, we're a global team disrupting the norms of how people can work together.

Job Title: IT Associate

Location: Lahore

Type: Onsite/Hybrid

Level: L2

Job Summary:

We are seeking a skilled and customer-focused IT Specialist to join our team. This individual will be responsible for providing technical support, configuring laptops before assigning them to new associates, managing equipment returns, and utilizing ticketing software such as JIRA, Salesforce, or ServiceNow. The ideal candidate will have a strong background in IT support, experience in laptop configuration, familiarity with ticketing systems, and excellent communication skills.

Responsibilities:

IT Support:

  • Provide technical support and troubleshooting for hardware, software, and network issues.
  • Respond to IT tickets and requests in a timely manner, ensuring proper resolution and documentation.
  • Perform system upgrades, installations, and configurations as needed.
  • Collaborate with other IT team members to ensure seamless operations and user satisfaction.

Laptop Configuration:

  • Configure laptops according to company standards and user requirements before assigning them to new associates.
  • Install and customize operating systems, software applications, and security settings on laptops to meet user needs.
  • Set up user profiles, preferences, and permissions to ensure a personalized computing experience for employees.
  • Perform thorough quality assurance checks to ensure that laptops are functioning correctly and meet performance expectations.

Equipment Returns Management:

  • Manage the returns process for IT equipment, including laptops, peripherals, and accessories.
  • Coordinate the collection, inspection, and documentation of returned equipment, ensuring accuracy and completeness.
  • Diagnose and troubleshoot issues with returned equipment to determine the appropriate course of action, such as repair, replacement, or disposal.
  • Communicate effectively with vendors, suppliers, and internal stakeholders to facilitate the return and replacement of faulty or defective equipment.

Ticketing Software Management:

  • Utilize ticketing software such as JIRA, Salesforce, or ServiceNow to log, track, and manage IT support requests and equipment returns.
  • Ensure that tickets are updated regularly with relevant information, status updates, and resolutions.
  • Collaborate with other team members to prioritize and escalate tickets as needed to meet service level agreements (SLAs).

Documentation and Reporting:

  • Maintain accurate documentation of equipment configuration procedures, troubleshooting guides, and returns processes.
  • Generate regular reports on ticketing system metrics, equipment inventory, and support trends to identify areas for improvement.
  • Analyze data and trends to make recommendations for process improvements and optimization.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field preferred.
  • Proven experience in providing technical support and troubleshooting in an IT environment.
  • Experience in configuring laptops and installing software applications.
  • Familiarity with ticketing software such as JIRA, Salesforce, or ServiceNow.
  • Excellent communication and interpersonal skills, with the ability to communicate effectively with users at all levels.
  • Strong organizational skills and attention to detail.

Why Join Edge?

Edge is at a pivotal growth point, and this role offers the rare opportunity to shape the future of global employment. Here, your work directly impacts our growth trajectory, empowers businesses, and creates global employment opportunities. We're not just offering a job; we're inviting you to be part of a revolution. Ready to leave a global footprint and change lives? Edge is where your vision can become our reality.

Edge is proud to be an equal-opportunity employer. We are committed to fostering a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other legally protected basis.

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