Enterprise IT Support Specialist

21 hours ago


Karachi, Sindh, Pakistan EWS Group Full time
About the Role

We are seeking a highly skilled Enterprise IT Support Specialist to join our team as a Service Desk/SOC Technical Support Professional. This role provides Tier 1 and 2 support, aiming to consistently exceed expectations by supporting applications across our geographically dispersed operating units.

Key Responsibilities:
  • Handle incidents and requests professionally and courteously via instant messaging (MS Teams), telephone, and email.
  • Accurately log, categorize, and prioritize incidents and requests according to team procedures.
  • Perform thorough diagnostics with end users to resolve incidents and problems at the first point of contact.
  • Ensure all incidents are progressed and resolved within a timely manner, following OLA and SLA guidelines.
Requirements:
  • A proven record of accomplishment of delivering high-quality customer service in a technical support role.
  • Detail-oriented with the ability to accurately capture customer inquiries.
  • Excellent oral and written communication skills with a strong command of the English language.
  • Experience with Microsoft 365 and Exchange Online administration, specifically in managing user level permissions, troubleshooting user accounts, and email security.


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