IT Help & Support officer (junior position)

This position demands a strong technical background combined with proactive system monitoring and effective collaboration with both internal teams and external vendors. The primary goal is to maintain system availability, security, and ensure uninterrupted business operations across multiple locations. The role is based in North Karachi, with a preference for candidates residing nearby. The working hours are from 3 PM to 3 AM, supporting a retail warehouse environment.

Key Responsibilities:
- Install, configure, and manage IT hardware, operating systems, and enterprise-approved software.
- Provide advanced on-site and remote technical support to end users, minimizing system downtime.
- Diagnose and resolve complex issues related to hardware, software, networks, and system-level operations.
- Maintain comprehensive IT documentation, including system logs, procedures, and performance reports.
- Analyze system logs and user activity to identify root causes and implement preventive measures.
- Administer user accounts, access controls, profiles, and security credentials.
- Evaluate, test, and recommend new IT hardware and software before deployment.
- Assist the departmental head in preparing data, reports, and documentation related to IT KPIs.
- Ensure accurate logging, tracking, and timely closure of service requests through the helpdesk system.
- Lead and support ERP/POS system implementation, monitoring, and daily operations.
- Maintain stable ERP/POS performance across outlets, branches, and corporate offices.
- Coordinate with software developers and third-party vendors for troubleshooting and system enhancements.
- Conduct structured user training sessions and provide technical guidance on ERP/POS usage.
- Perform routine system health checks, updates, patches, and oversee necessary customizations.
- Provide field-level technical support by visiting outlets and branches as needed.
- Ensure backup systems, disaster recovery plans, and server failover procedures are fully operational.
- Oversee IT assets and basic networking infrastructure to guarantee business continuity.
- Perform additional technical or operational duties as assigned by management.

Required Qualifications:
- Proven experience in IT hardware and software installation, configuration, and management.
- Strong troubleshooting skills across hardware, software, and network systems.
- Experience with ERP/POS systems, including implementation and ongoing support.
- Ability to analyze system logs and user trends to identify and resolve issues proactively.
- Familiarity with user account administration and security credential management.
- Competence in maintaining IT documentation and reporting on key performance indicators.
- Willingness to work flexible hours, specifically from 3 PM to 3 AM.
- Ability to provide both remote and on-site technical support, including travel to various locations.

Preferred Qualifications and Benefits:
- Candidates residing near North Karachi are preferred to facilitate timely on-site support.
- Opportunity to work in a dynamic retail warehouse environment with exposure to enterprise-level IT systems.
- Competitive monthly salary ranging from Rs 25,000 to Rs 40,000.
- In-person work location to ensure hands-on management of IT infrastructure and systems.

This role offers a challenging yet rewarding opportunity for IT professionals seeking to contribute to the seamless operation of retail warehouse systems while developing their expertise in ERP/POS technologies and IT infrastructure management.