IT Support & Service Delivery Specialist

ACE Money Transfer; Pakistan; On-site; PKR 893,000 - 1,339,000; Full time

Job summary

ACE Money Transfer is seeking an IT Support & Service Delivery professional to provide timely first-line technical support, resolve IT tickets within SLA, and troubleshoot hardware, software, network connectivity, VPN, Microsoft Office, and user access issues. The role includes remote and onsite support, Active Directory management, and reporting on ticket trends.

The ideal candidate will handle escalations with internal teams, support new joiners, and maintain accurate documentation and ticket

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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 escal any access-related issues beyond routine requests to the relevant team.
• 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.

Skills

Communication

Ticket handling

User-focused service

Education

Bachelor’s degree in IT/CS or related

Tools

Active Directory

Microsoft Office (Outlook/Word/Excel/Teams)

Job description

ACE Money Transfer is seeking an IT Support & Service Delivery professional to provide timely first-line technical support, resolve IT tickets within SLA, and troubleshoot hardware, software, network connectivity, VPN, Microsoft Office, and user access issues. The role includes remote and onsite support, Active Directory management, and reporting on ticket trends.

The ideal candidate will handle escalations with internal teams, support new joiners, and maintain accurate documentation and ticket