Information Technology Support Engineer

CoreLink is a reputable information technology services provider dedicated to delivering reliable and secure technology solutions that help businesses maintain efficient and resilient operations. The company offers a comprehensive range of IT support, infrastructure, and systems management services, with a strong focus on responsive service, technical excellence, and continuous improvement. Employees at CoreLink thrive in a collaborative environment that encourages learning and professional growth, while upholding values such as integrity, accountability, and customer-centricity.

The Information Technology Support Engineer role is a full-time position based in Lahore, offering a hybrid work model with some flexibility for remote work. This role involves providing daily technical support to both internal users and clients by diagnosing and resolving hardware, software, and network issues through on-site visits, phone assistance, and remote support tools. The engineer will manage help desk tickets, document incidents, escalate complex problems when necessary, and ensure timely resolution in line with service-level agreements.

Key Responsibilities
- Provide technical support for hardware, software, and network-related issues via multiple channels including on-site, phone, and remote tools.
- Manage and prioritize help desk tickets, ensuring accurate documentation and timely resolution.
- Escalate complex technical problems to appropriate teams or vendors as needed.
- Assist with system administration tasks such as user account management, basic server maintenance, network device monitoring, and routine backups.
- Monitor system performance and support IT projects, deployments, and upgrades.
- Maintain clear and professional communication with stakeholders, ensuring transparency and customer satisfaction.
- Contribute to process improvements and update knowledge base documentation to enhance support efficiency.

Required Qualifications
- Solid foundation in Information Technology and System Administration, including familiarity with operating systems, basic networking concepts, and user account management.
- Proven experience in technical support and help desk environments, with proficiency in handling support tickets and using remote support tools.
- Strong troubleshooting skills for diagnosing and resolving hardware, software, and connectivity issues using a structured approach.
- Understanding of IT service management practices, including documentation standards and incident/change management processes.
- Excellent communication skills, capable of explaining technical information clearly to non-technical users.
- Strong organizational abilities with effective time management and the capacity to prioritize multiple tasks.
- Ability to work independently and collaboratively within a hybrid work setting, demonstrating reliability and accountability.
- Relevant educational background such as a degree or diploma in Information Technology, Computer Science, or a related field. Professional certifications like CompTIA A+, Network+, or Microsoft certifications are advantageous.

Preferred Qualifications and Benefits
- Experience supporting Windows and/or Linux operating systems, along with basic knowledge of network devices such as routers, switches, and firewalls.
- Familiarity with common business applications and IT infrastructure components is preferred.

CoreLink offers a dynamic work environment that supports professional development and values technical expertise and customer-focused service. This role provides an excellent opportunity for IT professionals seeking to advance their careers while contributing to a company committed to excellence and continuous improvement.