IT Support Officer

acemoneytransfer; Kharian; On-site; PKR 600,000 - 1,200,000; Full time

Job summary

ACE Money Transfer is seeking an IT Support & Service Delivery specialist to provide first-line IT support across the organization. The role covers remote and onsite assistance, user account management, and proactive ticket handling to ensure minimal disruption for employees.

You will troubleshoot issues with network connectivity, VPN, and Microsoft Office apps while coordinating with network and security teams.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 1–2 years of IT support or helpdesk experience.
• Basic working knowledge of Active Directory and Microsoft Office apps (Outlook, Word, Excel, Teams).
• Strong communication and ticket-handling skills with a user-focused approach.

Responsibilities

• Resolve 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 for end users.
• Monitor, update, and close tickets with resolution notes.
• Coordinate with network, inventory, and security teams for escalations.
• Provide remote support via remote desktop, phone or chat.
• Provide onsite/desk-side support and setup for unresolved issues.
• Travel to other sites to resolve onsite issues or support new joiners.

Skills

Active Directory

Communication skills

Customer service

Ticket handling

End-user support

Education

Bachelor's degree in IT related field

Tools

Microsoft Office

Remote desktop tools

Ticketing system

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