Technical support Executive

Teltopak Tracker & Iot Company

Karachi , Pakistan

Apply Now

Posted 2 days ago 12 views Report Job

We are looking for a highly analytical and customer-focused Technical Support Executive to join our team. In this role, you will be responsible for managing, diagnosing, and resolving technical issues related to hardware, software, networking, and cloud services. You will interact directly with users, translating complex technical problems into clear, easy-to-understand language while maintaining high standards of quality and efficiency.

Key Responsibilities

Incident Management & Troubleshooting: You will receive, evaluate, and prioritize incoming technical support requests. Your role includes diagnosing and resolving hardware faults, operating system bugs across Windows, macOS, and Linux platforms, as well as software application issues.

Customer Interfacing: You will guide users through step-by-step troubleshooting processes via phone, email, chat, or remote desktop tools. Maintaining a patient, empathetic, and professional demeanor is essential to ensure a positive customer experience.

Documentation & Logging: Accurate recording of diagnosis logs, troubleshooting steps, and final resolution notes in the ticketing or CRM system is required. You will also contribute to the internal knowledge base by creating FAQs and technical articles.

Escalation Management: You will be expected to resolve tickets within defined Service Level Agreements (SLAs). For complex or unresolved issues, efficient documentation and escalation to Tier 2 or Tier 3 engineering teams is necessary.

Network & Database Monitoring: Performing routine checks on network resources, domain systems, VPN connections, and basic system performance metrics will be part of your responsibilities.

VIP & Executive Support: Providing dedicated, high-priority “technology concierge” or desktop production support to senior management and corporate executives when needed.

Required Qualifications

Education: A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is preferred. Equivalent professional experience will also be considered.

Experience: 1 to 3 years of experience in an IT service desk, technical call center, or customer support environment is required.

Technical Mastery: Proficiency with Windows, macOS, or Linux operating systems is essential. Familiarity with Active Directory, TCP/IP networks, LAN/WAN, and VPN configuration is expected. Exposure to cloud productivity suites such as Microsoft 365 or Google Workspace, along with basic knowledge of cloud platforms like AWS or OpenStack, is highly advantageous.

Soft Skills: Excellent verbal and written communication skills are necessary. You should be able to actively listen and interpret complex technical environments from vague user descriptions.

Preferred Qualifications and Benefits

Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are preferred and will be considered an asset.

The position offers a starting salary from Rs 50,000 per month and requires working on-site.

This role is ideal for candidates who are passionate about technology support, enjoy problem-solving, and thrive in a customer-centric environment.