IT Infrastructure Support Specialist

4 days ago

Islamabad, Islamabad, Pakistan beBeeTechnical Full time 800,000 - 1,200,000
Job Title: IT Support Specialist

Job Purpose:

Provide front-line technical support to end-users on hardware, software and peripherals. Respond to, document, and resolve service issues in a timely manner according to Service Level Agreements (SLAs).

Key Responsibilities:

  • Act as the primary contact point for the service hub, take ownership of reported issues, respond promptly, provide proper information and feedback, and ensure problems are recorded and tracked throughout the process.
  • Conduct root cause analysis to evaluate and resolve complex problem situations; develop checklists for typical problems while providing Level 1 support and route unresolved issues to the appropriate internal teams.
  • Research, diagnose, and troubleshoot systems, network problems, and hardware/software faults; identify resolutions and respond within agreed time limits to call-outs.
  • Assist with implementing processes and Service Level Agreements for incident management and service request management.
  • Participate in creating a support knowledge base by communicating IT support manuals, technical notes, and articles.
  • Review and analyze technical issues/incidents and produce reports to highlight main causes and suggest or lead technology process improvements to prevent recurrence.
  • Act as a technical expert in evaluating, testing, and implementing new technology such as systems and platforms.
  • Utilize multiple communication channels (in-person visits, telephone, email, web, chat) to support or remotely guide end-users.
  • Ensure proper recording and closure of claims; generate timely reports of support activities as required.
  • Install, configure, monitor, and maintain computer hardware, operating systems, applications, and networks; replace parts and upgrade as needed.
  • Support the rollout of new applications; set up new users' accounts, profiles, and passwords.
  • Build good working relationships with stakeholders, business users, suppliers, vendors, and other technical teams to resolve issues related to provided services and products.
  • Assist in establishing and maintaining a complete and accurate record of IT assets for the organization and clients as needed.
  • Perform any other duties as directed by the line manager.

Requirements:

  • Bachelor's Degree in Computer Engineering/Computer Science/Information Technology.
  • ITIL Certified.
  • CCNP/CCIE/MCSE/RHEL Certification.
  • Fluent in English.

Experience:

  • 1-2 years in IT infrastructure support, service desk, 24x7 critical operations; aviation experience is a plus.

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