IT Support Agent

24 hours ago

Lahore, Punjab, Pakistan Tkxel LLC Full time
Tkxel is a leading software development company located in Reston, Virginia. We are committed to developing innovative software solutions for leading enterprises worldwide, helping them grow their businesses using the latest technology solutions.
Job Description

The IT Support Agent is the first point of contact for users calling the IT Service Desk. While providing a high level of customer interaction, they are responsible for resolving Level 1 requests in a timely manner and escalating Level 2/3 requests to appropriate support teams. The IT Support Agent must have a good balance of basic technical skills and customer-facing skills.

Hours:

Support the Philippine working hours.

Main Responsibilities:
  • Serve as the single point of contact for employees for all IT-related issues and requests.
  • IT Service Desk serves as the Level 1 team for the IT department and works closely with Tier 2 and Tier 3 teams (Wintel, Network, Linux, Cloud).
  • Respond to all incoming queries from users via official communication channels – phone, email, MS Teams.
  • Monitor the queues, own, and analyze incoming tickets in the ITSM workflow tool.
  • Resolve all incidents and service requests within the defined SLA and ensure all necessary information is present for successful completion.
  • Keep requestors informed about the progress.
  • If additional information or actions are required to complete a task, ensure all steps are taken, and all respective parties are contacted (requestors/approvers, etc.).
  • Properly and timely escalate incidents or service requests that are out of scope or cannot be completed for any reason to the respective Tier 2 / Tier 3 teams or other parties.
  • Follow standard IT Service Desk operating procedures accurately.
  • Ensure all actions and activities are properly logged.
Skills required:
  • Excellent communication skills.
  • Very good command of English – both verbal and written.
  • Good interpersonal skills, with a focus on listening and questioning.
  • Good analytical skills.
  • Ability to multitask.
  • Knowledge/experience with configuring and managing Windows 10/11 in a domain environment, as well as end-user devices - PCs, Laptops, Printers.
  • Previous experience in an IT environment as customer support/helpdesk/administrator or similar is advantageous.
  • Knowledge or experience with Microsoft technologies (Active Directory / Intune / Azure / etc.) is advantageous.
  • Experience with hardware is advantageous.
Additional details:
  • Full timezone overlap with Philippines time.
  • Good communication skills are essential.
  • Relevant experience is mandatory.
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