Level 1 System Support Engineer

Mindbridge; Lahore; On-site; PKR 600,000 - 900,000; Full time

Benefits offered by this job

Medical Insurance

Leave Encashment

Annual Increment

Career Growth

Employee Engagement

Job summary

Mindbridge, a fast-growing English-language BPO based in Pakistan, seeks a Level 1 System Support Engineer in Lahore. The role is the first point of contact for technical issues, providing basic IT support and service delivery to internal users.

You will troubleshoot hardware, software, email, printers, and network connectivity, while documenting incidents and resolutions. Fresh graduates are welcome, with 1–2 years of IT support experience preferred.

Qualifications

• Diploma or Bachelor’s degree in IT, Computer Science, or related field.
• 1–2 years of experience in IT support or helpdesk roles (fresh graduates encouraged).
• Basic understanding of Windows operating systems, computer hardware, and networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Active Directory, O365, VPN tools, antivirus systems, and ticketing systems.

Responsibilities

• Provide first-level support for hardware, software, and network-related issues.
• Install, configure, and maintain desktop systems, laptops, and basic network devices.
• Troubleshoot LAN/Wi‑Fi, IP configuration, VPN connectivity, and escalate as needed.

Skills

Strong problem-solving

Excellent communication

Customer service

Multitasking

Education

Diploma/Bachelor’s degree in IT/CS

Tools

Windows OS

Active Directory

O365

VPN tools

Remote support tools

Ticketing systems

Job description

Mindbridge is the fast-growing, English-language Business Process Outsourcing (BPO) company, primarily based in Pakistan, serving global clients in tech, telecom, finance, retail, and transportation by managing their customer care, back-office, and sales operations. We pride ourselves on cost-effectiveness, high-quality service, innovative tech use (like AI), and being an industry leader in Pakistan, handling millions of customer interactions and aiming for seamless global connectivity.

Visit https://mindbridge.net/about to learn more.

The Level 1 System Support Engineer will be the first point of contact for technical issues. This role is responsible for troubleshooting and resolving basic IT problems, ensuring smooth day-to-day technical operations, and escalating issues where necessary.

Technical Support & Troubleshooting

• Provide first-level support for hardware, software, and network-related issues.
• Troubleshoot and resolve problems related to:
• Windows OS
• Email and collaboration tools
• Printers, scanners, and peripherals
• User applications and system access
• Handle support requests through calls, emails, walk-ins, and ticketing systems.

System & User Support

• Install, configure, and maintain desktop systems, laptops, and basic network devices.
• Account creation and access provisioning
• Device setup and configurations

Network & Connectivity

• Troubleshoot LAN/Wi-Fi, IP configuration, VPN connectivity, and basic network issues.
• Report and elevate recurring issues to Level 2/3 teams.

Documentation & Reporting

• Maintain logs of incidents, resolutions, and IT assets.
• Ensure accurate documentation of IT processes, SOPs, and troubleshooting steps.

Customer Service

• Maintain a professional, courteous, and responsive communication standard with users.
• Ensure high-quality support and follow-up until issue resolution.

Compliance & Policy Adherence

• Follow company IT security guidelines, SOPs, and incident escalation processes.
• Assist in implementing system updates, security patches, and basic compliance checks.
• Diploma/Bachelor’s degree in IT, Computer Science, or related field.
• 1–2 years of experience in IT support or helpdesk roles (fresh graduates are encouraged).
• Basic understanding of:
• Windows operating systems
• Computer hardware
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Ticketing systems
• Strong problem-solving, communication, and customer service skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Experience with Active Directory, O365, VPN tools, and antivirus systems.
• Familiarity with remote support tools.

What We Offer

• A supportive and learning-friendly work environment
• Opportunities for technical growth and career advancement
• Competitive salary package
• Medical Insurance
• Leave Encashment
• Annual Increment
• Employee engagement & appreciation programs