IT Support Specialist — First-Line Tech & Service Delivery

ACE Money Transfer Limited; Lahore; On-site; PKR 670,000 - 1,116,000; Full time

Job summary

ACE Money Transfer Limited is seeking an IT Support Officer in Lahore to provide first-line technical help, manage tickets, and keep IT services running smoothly. You will work closely with Network, Systems, Security and IT Inventory teams to resolve issues within SLAs and ensure minimal disruption to colleagues.

You will handle hardware, software, and network issues, perform account management in Active Directory, Microsoft 365 and Google Workspace, and support onboarding and new joiners with

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or a related field
• 1–2 years of experience in IT support, helpdesk or a similar technical support role
• Working knowledge of Windows, laptop and desktop hardware, printers and common peripherals
• Basic administration and troubleshooting knowledge of Active Directory, Microsoft 365 (Outlook, Teams, Word, Excel) and Google Workspace
• Basic knowledge of networking concepts, including LAN, Wi‑Fi, VPN, TCP/IP, DNS and DHCP
• Familiarity with ticketing systems, incident prioritisation, SLA handling and escalation procedures
• Preferred certifications: Microsoft 365 Fundamentals or a comparable Microsoft certification; Google Workspace administration training or certification

Responsibilities

• Provide first-line support for hardware, software, network connectivity, Microsoft 365, Google Workspace, VPN, system access and other IT services
• Diagnose and resolve incidents and service requests according to their priority and SLA timelines
• Own your assigned tickets from acknowledgement to resolution, with accurate status updates and closure notes
• Escalate complex issues to the Network, Systems, Security or IT Inventory teams and follow up until they are resolved
• Keep disruption to business operations to a minimum through quick, practical troubleshooting
• Respond professionally to support requests by phone, email, ticketing system, chat or in person
• Log each request with a clear description, the right category, and its impact, urgency and priority
• Give remote help through approved remote desktop tools, calls or chat
• Keep employees informed of progress, next steps and escalation status
• Install, configure, troubleshoot and carry out basic maintenance on desktops, laptops, printers and peripherals
• Help with operating system setup, approved software installation, updates and workstation configuration
• Troubleshoot basic LAN, Wi-Fi, internet and VPN connectivity issues, and upscale advanced network faults
• Give desk-side support and help with relocating and replacing IT equipment and setting up new joiners
• Visit other company floors or sites when onsite support is needed
• Carry out authorised routine tasks in Active Directory, Microsoft 365 and Google Workspace, such as password resets, account unlocks and approved access changes
• Support employee onboarding and offboarding, covering system access, workstation setup and equipment
• Show new employees how to use the company’s IT applications and services
• Escalate non-routine permission, authentication or account issues to the right team
• Follow company IT policies, security requirements and approved support procedures
• Make sure changes to user access, software and devices go through the required authorisation process
• Report suspicious activity, potential security incidents and unauthorised access to the IT Security team
• Encourage safe use of company technology in line with policy
• Keep complete records for each ticket, including troubleshooting steps, resolution notes and escalations
• Document recurring problems and known solutions so the team can share knowledge
• Prepare regular updates on ticket volumes, response and resolution times, SLA compliance, backlog and recurring issues
• Spot common support problems and recommend improvements to service delivery

Skills

Windows

Active Directory

Microsoft 365

Google Workspace

Networking basics

Ticketing systems

SLA management

Customer service

Problem solving

Time management

Communication

Ownership

Attention to detail

Security awareness

Onsite support

Education

Bachelor’s degree in Information Technology, Computer Science or a related field

Tools

Microsoft 365

Google Workspace

Job description

ACE Money Transfer Limited is seeking an IT Support Officer in Lahore to provide first-line technical help, manage tickets, and keep IT services running smoothly. You will work closely with Network, Systems, Security and IT Inventory teams to resolve issues within SLAs and ensure minimal disruption to colleagues.

You will handle hardware, software, and network issues, perform account management in Active Directory, Microsoft 365 and Google Workspace, and support onboarding and new joiners with