Technical Support Specialist

3 days ago


Islamabad, Islamabad, Pakistan Pakistan Centre for Philanthropy Full time
Job Description

We are seeking a highly skilled and motivated Systems Support Engineer to join our team at the Pakistan Centre for Philanthropy. The successful candidate will be responsible for providing technical support and maintenance to our systems, ensuring seamless operations and high-quality service delivery.

Key Responsibilities:
  • To work collaboratively with the project manager and support manager to ensure efficient management of systems support, testing, and module releases.
  • To attend to systems support cases, prioritizing and resolving them according to Service Level Agreements (SLAs) and escalating as required.
  • To manage the Systems Support Helpdesk, triaging and assigning support cases to relevant individuals, tracking progress to ensure timely completion within SLAs.
  • To perform technical development related to support cases under the guidance of the project manager and/or support manager.
  • To build reports using Salesforce reporting tools or other reporting tools used by the organization.
  • To undertake systems component testing, including User Acceptance Testing, arranging demo sessions to users to understand deployed modules.
  • To collate testing feedback from users and team members, sharing it with developers.
  • To ensure user training manuals are prepared on time and up to expected standards.
  • To plan and manage systems module deployments to all HA offices and departments, organizing demo and workshops as necessary.
  • To participate in requirements analysis exercises when new functionalities or modules are requested by users.


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