IT Helpdesk Support Specialist L1

2 weeks ago

Lahore, Punjab, Pakistan Prima Systems Full time $60,000 - $80,000 per year

Responsibilities:


• Provide Tier I and Tier II technical support to end-users for hardware and software via email, phone, and chat.


• Work with IT team to provide root cause analysis and resolve frequently occurring problems.


• Provide guidance and explain policies and procedures to end-users.


• Assist with granting new users access to systems.


• Contribute to documentation of incidents, internal process and procedures, and

maintenance of equipment.


• Create, update, and maintain documentation for IT and end-user knowledge base.


• Assist in the tracking of hardware and software inventory.


• Monitor ticketing system and escalate requests as needed.


• Assist with small technical and special projects as assigned.


• Document work via ticketing system.


• Install, maintain, and upgrade software.


• Troubleshoot VPN and minor network issues.

Requirements


• Bachelor's degree in IT.


• 4-6 years of hands-on experience on it.


• Expertise on Windows, Hyper-V, VMware, Microsoft 365, Atera, Unifi, Meraki, Sonicwall, IT

Glue, ServiceDesk Plus, Jamf MDM, PDQ


• Strong knowledge of Windows and Microsoft 365.


• Good problem solving and troubleshooting skills.


• Experience using VOIP is a plus.


• Ability to identify system improvements and help implement improvements.


• Solid verbal and written English communication skills.

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