Desktop Support Engineer (Night Shift)

This full-time position involves delivering comprehensive technical support to customers through multiple channels including phone, chat, email, and remote screen access. The successful candidate will manage detailed case records related to daily issues on project sites, covering troubleshooting, remedial actions, and installation tasks. This role requires close collaboration with customers and vendors to identify and resolve problems that could affect client operations, ensuring timely solutions and a high standard of service.

Key Responsibilities
- Monitor and respond promptly to requests received via project sites, remote access tools, telephone, or email.
- Investigate user issues to determine root causes, develop solutions, test fixes, and implement them effectively.
- Configure and troubleshoot personal computers, network cabling, printers, and other hardware and systems.
- Diagnose and resolve malfunctions in networks, systems, and applications to maintain operational efficiency.
- Provide one-on-one support to end users through chat, phone, email, remote access, or in-person interactions.
- Maintain confidentiality of all information processed, stored, or accessed by users.
- Coordinate with third-party vendors to resolve incidents and outages efficiently.
- Exhibit a high level of customer service, responsibility, initiative, and ownership in all assigned tasks.
- Develop and enforce software standards for end-user workstations.
- Ensure data replication and backups are functioning properly and address any failed jobs.
- Apply optimization techniques to improve computer system performance.
- Collaborate with engineering teams, vendors, and consultants to build system-specific expertise.
- Manage case and ticket response and resolution within established Service Level Objectives (SLOs).
- Escalate unresolved tickets or issues as appropriate.
- Maintain continuous connection to Amazon Connect during production hours.
- Update tickets on project management platforms accurately and promptly, including proper time logging.
- Adhere to all Standard Operating Procedures (SOPs) and compliance policies.
- Perform additional duties as assigned by management.

Required Qualifications
- Degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
- 2 to 4 years of relevant industry experience.
- Strong communication and organizational skills.
- Excellent analytical and troubleshooting abilities with keen attention to detail.
- Demonstrated ownership and ability to handle challenging or high-pressure situations effectively.
- Ability to maintain professionalism and composure in stressful environments.

Preferred Qualifications and Benefits
- Candidates must be able to reliably commute to or plan to relocate to Karachi prior to starting work.
- The role requires on-site presence to ensure effective collaboration and support.
- Monthly salary range from Rs55,000 to Rs110,000, commensurate with experience and skills.

This opportunity offers a dynamic work environment where technical expertise and exceptional customer service are highly valued. The ideal candidate will be proactive, detail-oriented, and dedicated to providing outstanding support to clients and stakeholders.

Job Skills

Analytical SkillsProfessionalismStress ManagementTicket ManagementCollaboration with vendors and engineering teamsOptimization techniquesData backup and replicationSoftware standards enforcementAttention to DetailTechnical SupportOrganizational SkillsCommunication SkillsProblem ResolutionCustomer ServiceHardware and network configurationCase ManagementTroubleshooting

Job Details

Industry:

Business Development

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

First Shift (Day)

Job Location:

Karachi, Pakistan

Gender

No Preference

Age

18 - 65 Years

Career Level

Entry Level

Maximum Experience

Doesn't Matter

Apply Before:

Sep 07, 2025

Posting Date:

Aug 07, 2025