Service Desk / IT Support Specialist

We are looking for a Service Desk / IT Support Specialist to join a U.S.-based company, providing technical assistance primarily to end-users located in the United States. This full-time role is based in Islamabad or Rawalpindi, Pakistan, and operates on a hybrid work model. The candidate will work remotely on Monday, Tuesday, Thursday, and Friday, with a mandatory on-site presence every Wednesday. The position requires working night shifts aligned with U.S. time zones and demands excellent communication skills to support users effectively via phone, email, and chat. The ideal candidate will have strong troubleshooting abilities and the capacity to deliver clear, professional technical support.

Key Responsibilities
- Provide first-level technical support through phone, email, and chat channels.
- Diagnose and resolve issues related to hardware, software, login credentials, access permissions, and connectivity.
- Identify technical problems and guide users with clear, step-by-step instructions.
- Accurately create, update, and manage support tickets in the tracking system.
- Assist users with Microsoft 365 applications, Windows operating systems, and system access issues.
- Escalate complex or unresolved problems to higher-level technical teams as needed.
- Document problems and solutions thoroughly for knowledge base and future reference.
- Maintain professionalism and courteous communication while supporting U.S.-based users.

Required Qualifications
- Between 1 to 3+ years of experience in Service Desk, Help Desk, IT Support, or a similar technical support role.
- Excellent verbal and written English communication skills.
- Strong interpersonal skills with the ability to engage and assist users effectively.
- Proven troubleshooting and problem-solving capabilities.
- Basic knowledge of Windows environments, Microsoft 365, networking fundamentals, and common IT issues.
- Comfortable interacting directly with U.S.-based users and managing multiple support requests independently.
- Willingness to work night shifts according to U.S. time zones from Pakistan.
- Residency in Islamabad or Rawalpindi with availability to work on-site every Wednesday.

Preferred Qualifications and Benefits
The ideal candidate listens attentively, understands technical issues thoroughly, and approaches troubleshooting calmly and professionally. Exceptional customer service and communication skills are as important as technical expertise in this role.

The position offers a competitive monthly salary of up to Rs100,721.53. The hybrid work model provides flexibility with remote work while ensuring essential on-site collaboration in Islamabad or Rawalpindi.