IT Support officer

ACE MONEY TRANSFER LIMITED; Kharian; Hybrid; PKR 446,000 - 781,000; Full time

Job summary

ACE Money Transfer is seeking an IT Support specialist to handle first-line tickets, remote and onsite support, and service delivery across offices. You will work within SLA, assist with AD and Office apps, and log issues for resolution.

You will travel between sites, aid new joiners with system access, and contribute to documentation and reporting on ticket trends for management review. Strong communication and a user-focused approach are essential as you coordinate with network, inventory, and

Qualifications

• Bachelor's degree in IT/CS or related field.
• 1–2 years of IT support or helpdesk experience.
• Basic working knowledge of Active Directory and MS Office apps.
• Strong communication and ticket-handling skills with a user-focused approach.

Responsibilities

• Resolve assigned IT support tickets within defined SLA and priority timelines.
• Provide first-line support for network, VPN, and Office apps issues.
• Troubleshoot hardware, software, and basic connectivity problems for end users.
• Monitor, log, and close tickets with proper resolution notes.
• Travel to other sites for onsite issues or new joiner setups.

Skills

Active Directory

Microsoft Office

Ticketing systems

Communication

Customer service

Education

Bachelor's degree in IT/CS

Tools

Remote Desktop Tools

VPN

Job description

Job Description:

About Us

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

Key Responsibilities

IT Support & Service Delivery

• Resolve assigned IT support tickets within defined SLA and priority timelines.
• Provide timely, first-line support for issues related to network connectivity, system access, Microsoft Office apps, VPN, and other IT services.
• Troubleshoot hardware, software, and basic connectivity issues for end users.
• Monitor, update, and close personal queue tickets with proper resolution notes.
• Coordinate with internal teams (network, inventory, security) for escalations and follow-ups where an issue falls outside first-line support.

Call Handling & Onsite/Remote Support

• Receive and respond to IT support calls, logging each into the ticketing system with proper details and priority.
• Provide remote support to users (via remote desktop tools, phone, or chat) for quick resolution of common issues.
• Provide onsite/desk-side support for issues that cannot be resolved remotely, including hardware troubleshooting and setup.
• Travel to other company sites/floors as required to resolve onsite issues or support new joiner setups.
• Maintain a professional, responsive manner on calls and in person, ensuring users are kept updated on ticket status.

User Account & Access Support

• Assist with basic user account tasks in Active Directory and Microsoft Office apps (password resets, access requests, basic permission changes) as directed.
• Support new joiners with initial system access and orientation to IT tools.
• Log and elevate any access-related issues beyond routine requests to the relevant team.

Documentation & Reporting

• Maintain accurate resolution notes and support documentation for recurring issues.
• Prepare periodic reports on ticket volume, resolution times, and recurring issue trends for management review.

Required Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or a related field.
• 1–2 years of experience in IT support or helpdesk roles.
• Basic working knowledge of Active Directory and Microsoft Office apps (Outlook, Word, Excel, Teams).
• Strong communication and ticket-handling skills, with a user-focused, service-oriented approach. ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile