Entry-Level System Support Engineer (L1)

Contegris (Pvt) Ltd; Karachi Division; Sur place; PKR 300 000 - 540 000; Plein temps

Résumé du poste

Contegris (Pvt) Ltd is seeking an entry-level System Support Engineer to help customers resolve technical issues, troubleshoot systems, and ensure a seamless experience. The role focuses on first-contact resolution and clear communication with clients, while documenting incidents in the CRM/HelpDesk system.

The ideal candidate has a Bachelor's in CS/IT, 6–12 months of technical support experience, and is comfortable with rotational shifts.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 6 months to 1 year of experience in technical support or a high-paced call center environment.
• Students enrolled in BS CS/IT programs at Virtual University (VU) are encouraged to apply.
• CCNA, CCNP or relevant networking/IT courses from Corvit are encouraged to apply.
• Basic understanding of Linux, Networking and Network Security.
• Strong verbal and written communication skills.
• Customer-oriented approach with the ability to handle customer concerns professionally.
• Strong troubleshooting and problem-solving skills.
• Good attention to detail and ability to document technical issues.
• Ability to remain calm and effective under pressure.
• Team player with a willingness to learn and grow.
• Comfortable working in Rotational shifts.

Responsabilités

• Handle Customer Support: Respond to inquiries and technical issues via phone, email, chat, and other channels.
• Troubleshoot Technical Issues: Analyze problems, identify causes, and provide solutions.
• Drive First Contact Resolution: Resolve issues at first point of contact when possible.
• Monitor & Escalate: Identify alerts or complex issues and escalate as needed.
• Understand Customer Needs: Ask questions, listen, and gather information to diagnose issues.
• Provide Clear Communication: Explain issues and solutions simply and professionally.
• Document Incidents: Maintain records of interactions, issues, steps, and resolutions.
• Follow Up: Update customers until issues are resolved.
• Collaborate with Technical Teams: Work with internal teams for advanced assistance.
• Maintain Customer Experience: Ensure professional, patient customer interactions.

Connaissances

Communication skills

Troubleshooting

Customer focus

Rotational shifts

Team player

Documentation

Linux basics

Networking basics

SaaS product knowledge

Formation

Bachelor's degree in CS/IT

Outils

CCNA

CCNP

Corvit courses

Linux basics

Networking fundamentals

Description du poste

Contegris (Pvt) Ltd is seeking an entry-level System Support Engineer to help customers resolve technical issues, troubleshoot systems, and ensure a seamless experience. The role focuses on first-contact resolution and clear communication with clients, while documenting incidents in the CRM/HelpDesk system.

The ideal candidate has a Bachelor's in CS/IT, 6–12 months of technical support experience, and is comfortable with rotational shifts.