IT Infrastructure Support Professional

1 week ago

Karachi, Sindh, Pakistan beBeeTechnical Full time $40,000 - $60,000
Job Summary">

We are seeking a highly skilled and motivated IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing front-line technical support to end-users on hardware, software, and peripherals.

You will respond to, document, and resolve service issues in a timely manner according to established Service Level Agreements (SLAs). You will also diagnose hardware/software faults and solve technical and application problems ensuring productivity is in line with set measures and client policies and procedures.

Key Responsibilities
  • Act as one of the key contacts for the service hub, take ownership of reported issues, respond to inquiries promptly, provide accurate 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; provide 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 the implementation of 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/lead the implementation of technology processes to prevent recurrence.
  • Act as a technical expert in evaluating, testing, and implementing new technology such as systems and platforms.
  • Utilize various communication channels and tools to directly support or remotely guide end-users (in person, phone, email, web, chat, etc.).
  • Record and close claims properly; generate timely reports on 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 services and products.
  • Assist in establishing and maintaining a complete and accurate record of IT assets.
  • 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.
Seniority Level
  • Entry-level
Employment Type
  • Full-time
Job Function
  • Information Technology
Industries
  • Airlines and Aviation

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