IT Support Coordinator

3 days ago


Karachi, Sindh, Pakistan EWS Group Full time

About the Role:

  • The EWS Group is seeking an IT Support Coordinator to join our team. The successful candidate will be responsible for providing technical support to customers, assisting with troubleshooting and resolving technical issues, and collaborating with cross-functional teams to ensure timely and effective problem resolution.

Key Responsibilities:

  • Technical Support: Assist customers with technical issues via email, ticketing systems, and live chat. Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Issue Resolution: Troubleshoot and resolve technical issues in a timely and effective manner, using technical expertise and resources as needed.
  • Collaboration: Work closely with other departments to ensure issues are well-documented and addressed, documenting support processes and contributing to knowledge bases.
  • Process Improvement: Continuously review and improve internal processes to ensure efficient and effective delivery of technical support services.

Requirements:

  • Required: At least 2+ years in a technical support/helpdesk role, with excellent communication and problem-solving skills.
  • Desired: A minimum graduation in Computer Science or related field, experience in technical support, and a passion for delivering exceptional customer service.

Work Environment:

  • Shift Hours: 9 AM to 9 PM Pacific Standard Time (8 PM to 8 AM Pakistan Standard Time)
  • Weekend Availability: Must be willing to work on weekends when required
  • After Hours Support: Willingness to provide support outside standard business hours as needed

Benefits:

  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment


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