Technical Support Officer

Inbox Business Technologies · Islamabad, Pakistan

FULL TIMEPKR450 – PKR750 / yr

Job Description

Inbox Business Technologies is seeking a proactive and detail-oriented Technical Support Officer to manage daily IT support operations and ensure seamless handling of service requests. This role will act as the central point of coordination between end-users, technical teams, and vendors, ensuring timely resolution of issues and adherence to service standards.

Responsibilities

Coordinate and manage daily IT support operations and service requests
Act as the primary point of contact between users, technical teams, and external vendors
Monitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs)
Track, prioritize, and escalate unresolved issues to the appropriate teams
Schedule and coordinate on-site and remote support activities
Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
Generate regular service performance reports and provide actionable insights for improvement
Assist in capacity planning, resource allocation, and workflow optimization
Support IT audits, asset management, and documentation of IT processes
Facilitate clear and timely communication between end-users and technical teams
Contribute to the continuous improvement of IT Service Management (ITSM) processes

Requirements

1-3 years of experience in IT support, helpdesk, or service coordination roles
Bachelor's degree in Computer Science, IT, or a related field
Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
Understanding of incident management, escalation processes, and SLA tracking
Strong documentation, reporting, and data tracking skills
Basic understanding of IT infrastructure, systems, and support processes
Strong organizational and coordination abilities
Excellent verbal and written communication skills
Ability to multitask and manage competing priorities under pressure
Attention to detail and problem-solving mindset
Familiarity with ITIL practices and service management frameworks
Strong collaboration and stakeholder management skills

Equal Opportunity & Inclusion

We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy.

At Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.

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Company	Inbox Business Technologies
Location	Islamabad, Pakistan
Type	FULL TIME
Niche	tech
Salary	PKR450 – PKR750 / yr

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Technical Support Officer

Job Description

Responsibilities

Requirements

Equal Opportunity & Inclusion