Global IT Support Specialist

3 days ago


Lahore, Punjab, Pakistan Edge Full time

About Edge

We're a pioneering HR platform ecosystem aiming to bridge the gap between exceptional talent and businesses. Our mission is to provide seamless access to a broader talent pool, accelerating hiring processes and fostering global collaboration.

Job Title: Global IT Support Specialist

Responsibilities:

  • Provide technical support and troubleshooting for hardware, software, and network issues.
  • Respond to IT tickets and requests in a timely manner, ensuring proper resolution and documentation.
  • Perform system upgrades, installations, and configurations as needed.
  • Collaborate with other IT team members to ensure seamless operations and user satisfaction.

Laptop Configuration:

  • Configure laptops according to company standards and user requirements before assigning them to new associates.
  • Install and customize operating systems, software applications, and security settings on laptops to meet user needs.
  • Set up user profiles, preferences, and permissions to ensure a personalized computing experience for employees.
  • Perform thorough quality assurance checks to ensure that laptops are functioning correctly and meet performance expectations.

Equipment Returns Management:

  • Manage the returns process for IT equipment, including laptops, peripherals, and accessories.
  • Coordinate the collection, inspection, and documentation of returned equipment, ensuring accuracy and completeness.
  • Diagnose and troubleshoot issues with returned equipment to determine the appropriate course of action, such as repair, replacement, or disposal.
  • Communicate effectively with vendors, suppliers, and internal stakeholders to facilitate the return and replacement of faulty or defective equipment.

Ticketing Software Management:

  • Utilize ticketing software such as JIRA, Salesforce, or ServiceNow to log, track, and manage IT support requests and equipment returns.
  • Ensure that tickets are updated regularly with relevant information, status updates, and resolutions.
  • Collaborate with other team members to prioritize and escalate tickets as needed to meet service level agreements (SLAs).

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field preferred.
  • Proven experience in providing technical support and troubleshooting in an IT environment.
  • Experience in configuring laptops and installing software applications.
  • Familiarity with ticketing software such as JIRA, Salesforce, or ServiceNow.
  • Excellent communication and interpersonal skills, with the ability to communicate effectively with users at all levels.
  • Strong organizational skills and attention to detail.


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