Posted Oct 13, 2026 59 views
ACE Money Transfer is looking for a proactive and customer-oriented IT Support Officer to serve as the first point of contact for technical assistance within the organization. This role involves diagnosing and resolving IT issues efficiently to ensure uninterrupted daily operations. The successful candidate will collaborate closely with specialized teams in Network, Systems, Security, and IT Inventory, providing hands-on support and contributing to the continuous improvement of IT service delivery. This position is well-suited for someone who enjoys problem-solving and supporting colleagues while developing their technical skills in a dynamic fintech environment.
Key Responsibilities
Provide first-line support for hardware, software, network connectivity, Microsoft 365, Google Workspace, VPN, system access, and other IT services. Diagnose and resolve incidents and service requests promptly, managing tickets from acknowledgment through to closure with clear and accurate updates. Escalate complex issues to specialist teams and follow up to ensure timely resolution, minimizing business disruption. Respond professionally to support requests via phone, email, ticketing system, chat, or in person, logging each request with detailed descriptions and proper categorization.
Deliver remote assistance using approved remote desktop tools, calls, or chat, keeping users informed throughout the process. Install, configure, troubleshoot, and maintain desktops, laptops, printers, and peripherals; assist with operating system setup, software installation, updates, and workstation configuration. Troubleshoot basic LAN, Wi-Fi, internet, and VPN connectivity issues, escalating advanced network faults as necessary. Provide desk-side support, assist with relocating and replacing IT equipment, and support onboarding by setting up new employees’ workstations.
Perform authorized routine tasks in Active Directory, Microsoft 365, and Google Workspace, including password resets, account unlocks, and access modifications. Support employee onboarding and offboarding related to system access and equipment setup, introducing new hires to company IT applications and services. Adhere to IT policies, security requirements, and approved support procedures, ensuring all changes are properly authorized. Report suspicious activity, potential security incidents, and unauthorized access to the IT Security team, promoting safe use of company technology.
Maintain detailed records for each ticket, documenting troubleshooting steps, resolutions, and escalations. Prepare regular reports on ticket volumes, response and resolution times, SLA compliance, backlog, and recurring issues. Identify common support challenges and recommend improvements to enhance service delivery.
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field. One to two years of experience in IT support, helpdesk, or a similar technical role. Proficient with Windows operating systems, laptop and desktop hardware, printers, and common peripherals. Basic administration and troubleshooting skills in Active Directory, Microsoft 365 (Outlook, Teams, Word, Excel), and Google Workspace. Fundamental understanding of networking concepts such as LAN, Wi-Fi, VPN, TCP/IP, DNS, and DHCP. Familiarity with ticketing systems, incident prioritization, SLA management, and escalation procedures.
Strong customer service skills with a patient, professional, and helpful approach. Effective problem-solving abilities to restore functionality quickly. Clear communication skills to explain technical issues to non-technical users. Good time management to prioritize tasks and meet SLA targets. Strong sense of ownership and attention to detail in maintaining accurate ticket records. Awareness of IT security policies and prompt reporting of risks.
Preferred Qualifications
Microsoft 365 Fundamentals certification or an equivalent Microsoft credential. Google Workspace administration training or certification.
Job Details
Location: Lahore, Pakistan
Job Type: Onsite
Working Hours: 01:00 PM to 10:00 PM PKT
ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, offering fast, secure, and affordable online remittance services across 29 countries and enabling cross-border transfers to over 100 countries worldwide. As part of the ACE Group, the company combines rapid growth with strong regulatory standards and innovation in digital payments. Employees collaborate with diverse, talented teams across multiple regions and take ownership of impactful work that shapes the future of global money movement.
Skills
Job Details
ACE Money Transfer
What is your Competitive Advantage?
Similar Job Titles
Business Application Support Specialist
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Aqib Irshad
Head of HR, Training & OD
FINCA
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Zohaib Ali
Marketing Manager
Digital Online Devices
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Muzammil Baig
Digital Marketing Manager
IT Services Group
Ali Aziz
CEO
Shopistan
