Senior IT Technical Support

SI Global Solutions is seeking a highly skilled Senior IT Technical Support professional with a minimum of two years of experience to join our team in Karachi. This senior-level position demands a comprehensive and well-rounded approach to providing top-notch technical assistance, focusing on troubleshooting, hardware maintenance, and network configuration. The candidate will play a key role in ensuring the seamless operation of IT infrastructure while managing a small team of three professionals. The role also involves vendor-side visits to coordinate and resolve technical issues promptly and efficiently. The ideal candidate must excel in technical troubleshooting and be proficient in IT Service Management practices. Responsibilities include using hardware diagnostic tools and executing detailed hardware diagnostics to maintain optimal system performance. This position requires strong communication skills and the ability to manage both internal team members and external vendor interactions effectively. The working hours are from 9:00 AM to 6:00 PM, and the candidate will contribute significantly to maintaining robust IT support operations at the companys Karachi office.
Responsibilities
 

• Lead and manage a team of three IT support professionals, providing guidance, coaching, and technical expertise.
• Perform advanced technical troubleshooting to resolve hardware, software, and network issues efficiently.
• Conduct comprehensive hardware diagnostics and maintenance using specialized diagnostic tools to ensure system reliability.
• Configure, monitor, and maintain network components to optimize connectivity and performance.
• Implement and adhere to IT Service Management (ITSM) processes and best practices to enhance support delivery.
• Coordinate with vendors during site visits to troubleshoot and resolve technical problems, ensuring timely issue resolution.
• Document technical procedures, support activities, and issue resolutions to maintain detailed records for future reference.
• Monitor and improve IT support workflows, identifying and implementing process enhancements to increase team productivity.
• Provide technical training and knowledge sharing to team members to foster a high-performance support environment.
• Collaborate with other departments to align IT support services with overall business goals and technology strategies.