24/7 IT Help Desk Specialist (Level 1/2 Tech)

Sharp Brains; Lahore; On-site; PKR 650,000 - 950,000; Full time

Job summary

Sharp Brains is seeking a dedicated Help Desk Support to join our IT support team. You will be the first point of contact for our users, providing technical support via inbound calls.

This role requires rotating shifts to cover 24/7 operations, strong English communication, and solid knowledge of Windows 10/11, Office 365, and AD. You will log tickets, troubleshoot, and escalate complex issues while keeping users informed.

Qualifications

• Minimum 1–2 years in a Technical Help Desk or IT Support role.
• Excellent written and verbal English communication mandatory.
• Willingness to work a rotating schedule including nights, weekends, and public holidays.
• Strong knowledge of Windows OS, AD, Office 365, and basic networking (TCP/IP, DNS, DHCP).

Responsibilities

• Inbound call management: log tickets and resolve issues on first contact when possible.
• Provide Level 1/2 technical support for hardware, software, network, and VPN issues.
• Document user issues, steps, and resolutions in ITSM system.
• Escalate complex issues to Level 3 teams or external vendors while owning the ticket.

Skills

English communication

Customer service

Problem solving

Attention to detail

Tools

Windows 10/11

Active Directory

Office 365

Networking basics

Job description

Sharp Brains is seeking a dedicated Help Desk Support to join our IT support team. You will be the first point of contact for our users, providing technical support via inbound calls.

This role requires rotating shifts to cover 24/7 operations, strong English communication, and solid knowledge of Windows 10/11, Office 365, and AD. You will log tickets, troubleshoot, and escalate complex issues while keeping users informed.