Level 1 System Support Engineer

Mindbridge is a rapidly growing English-language Business Process Outsourcing (BPO) company based in Pakistan, serving global clients across technology, telecom, finance, retail, and transportation sectors. We specialize in managing customer care, back-office, and sales operations with a focus on cost-effectiveness, high-quality service, and innovative technology such as AI. As an industry leader in Pakistan, we handle millions of customer interactions and strive to deliver seamless global connectivity.

Key Responsibilities

Technical Support & Troubleshooting: Provide first-level support for hardware, software, and network-related issues. Troubleshoot and resolve problems involving Windows operating systems, email and collaboration tools, printers, scanners, peripherals, user applications, and system access. Manage support requests through calls, emails, walk-ins, and ticketing systems.

System & User Support: Install, configure, and maintain desktop systems, laptops, and basic network devices. Handle account creation, access provisioning, and device setup and configuration.

Network & Connectivity: Troubleshoot LAN/Wi-Fi, IP configuration, VPN connectivity, and other basic network issues. Identify recurring problems and escalate them to Level 2 or Level 3 support teams as needed.

Documentation & Reporting: Maintain detailed logs of incidents, resolutions, and IT assets. Ensure accurate documentation of IT processes, standard operating procedures (SOPs), and troubleshooting steps.

Customer Service: Maintain professional, courteous, and responsive communication with users. Deliver high-quality support and follow up until issues are fully resolved.

Compliance & Policy Adherence: Adhere to company IT security guidelines, SOPs, and incident escalation protocols. Assist with system updates, security patches, and basic compliance checks.

Required Qualifications

Diploma or Bachelor’s degree in IT, Computer Science, or a related field. One to two years of experience in IT support or helpdesk roles; fresh graduates are encouraged to apply. Basic understanding of Windows operating systems, computer hardware, and networking fundamentals such as TCP/IP, DNS, and DHCP. Familiarity with ticketing systems is essential. Strong problem-solving abilities, excellent communication skills, and a customer-focused approach are required. The ability to work efficiently in a fast-paced environment while managing multiple tasks is important.

Preferred Qualifications and Benefits

Experience with Active Directory, Office 365, VPN tools, and antivirus systems is advantageous. Familiarity with remote support tools is also preferred.

Mindbridge offers a supportive and learning-friendly work environment with opportunities for technical growth and career advancement. The compensation package includes a competitive salary, medical insurance, leave encashment, annual increments, and employee engagement and appreciation programs.