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Technical Support Specialist
2 weeks ago
Job Title: HR / Admin / IT Support Officer
Location: 6th Road, Satellite Town, Rawalpindi (Onsite)
Timings: 5:00 PM – 3:00 AM (PST)
Job Summary
We are seeking a versatile professional to manage a blend of Administrative and IT support responsibilities. The ideal candidate will ensure smooth day-to-day office operations, maintain compliance with company policies, support staff performance and engagement, and provide hands-on technical assistance for hardware, software, and networking systems. This role is fast-paced, requires multitasking across different domains, and demands strong problem-solving and communication skills.
Key Responsibilities
- Customer Support & Issue Resolution: Assist with technical issues and inquiries via email, phone, ticketing systems, Outlook, VPN, Zoom, Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
- Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams.
- Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure everyone understand how to use software effectively and provide guidance for best practices.
- Cross-Team Collaboration: Collaborate with Development, QA, and other departments like operations, membership, and event management to resolve technical and service-related issues. Work to ensure all teams are aligned on service delivery and needs.
- Documentation & Tracking: Document and track issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
- Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues.
- Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members.
- Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
- Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.
- Maintain and update employee records, attendance, leave data, and personnel files.
- Implement HR policies, ensuring compliance with labor laws and organizational standards.
- Handle employee queries, resolve concerns, and provide timely HR support.
- Coordinate training and development programs; maintain accurate training records.
- Assist in implementing a Performance Management System (PMS) and ensure goals/KPIs are set and monitored.
- Support payroll by providing accurate attendance and leave data.
- Facilitate performance appraisals and employee evaluations.
- Organize employee engagement initiatives and welfare activities.
- Ensure confidentiality and integrity of HR and company documentation.
- Oversee general office administration, supplies management, and vendor coordination.
Skills & Qualifications
- Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
- Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or MySQL), Windows Server environments, server/client application installations.
- Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
- Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus.
- Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
- Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
- Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
- Educational Requirements: Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
- Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.
What You'll Bring
- A strong passion for customer service and technical problem-solving.
- Excellent communication skills to explain complex technical issues clearly.
- The ability to work in a collaborative, fast-paced, and service-driven environment.
- Strong organizational and time management skills to handle multiple requests effectively.
- A professional demeanor with the ability to maintain confidentiality and handle sensitive information.
Employment Type: Full-time, Onsite
Work Schedule: 5:00 PM – 3:00 AM, Night Shift
Location: Satellite Town, Rawalpindi
Job Type: Full-time
Pay: From Rs150,000.00 per month
Work Location: In person
