Service Desk / IT Support Specialist

We are seeking a skilled Service Desk / IT Support Specialist to join our team supporting a U.S.-based company. This full-time position is based in Islamabad or Rawalpindi, Pakistan, with a hybrid work model that includes remote work on Monday, Tuesday, Thursday, and Friday, and on-site presence every Wednesday. The role requires working U.S. time zone night shifts. The ideal candidate will have strong communication skills, be comfortable interacting with U.S. users, and possess the ability to efficiently troubleshoot a variety of technical issues.

Key Responsibilities
- Provide first-level technical support through phone, email, and chat channels.
- Troubleshoot hardware, software, login, access, and connectivity problems.
- Identify technical issues and deliver clear, step-by-step solutions to users.
- Create, update, and manage support tickets to ensure timely resolution.
- Assist users with Microsoft 365, Windows operating systems, applications, and system access.
- Escalate complex technical problems to the appropriate teams as needed.
- Accurately document issues and resolutions for future reference.
- Maintain a professional and friendly demeanor while supporting U.S.-based users.

Required Qualifications
- 1 to 3+ years of experience in Service Desk, Help Desk, IT Support, or a related technical support role.
- Excellent spoken and written English communication skills.
- Strong interpersonal skills with the ability to communicate effectively with users.
- Solid troubleshooting and problem-solving capabilities.
- Basic knowledge of Windows environments, Microsoft 365, networking fundamentals, and common IT issues.
- Comfortable engaging directly with U.S.-based users during support interactions.
- Ability to work independently and manage multiple support requests simultaneously.
- Willingness and ability to work night shifts aligned with U.S. time zones.
- Residency in Islamabad or Rawalpindi, with availability to work from the office every Wednesday.

Preferred Qualifications and Benefits
The ideal candidate will demonstrate excellent listening skills, a calm and professional approach to troubleshooting, and a strong customer service orientation. Effective communication and the ability to understand technical problems thoroughly are as important as technical expertise in this role.

This position offers a competitive monthly salary of up to Rs100,721.53. The work location follows a hybrid model, allowing flexibility with remote work while maintaining regular in-office collaboration in Islamabad.

If you are a dedicated IT support professional who thrives in a dynamic environment and enjoys helping users resolve technical challenges, this opportunity could be an excellent fit.