Onsite IT Support Specialist | First-Line Helpdesk

ACE MONEY TRANSFER LIMITED; Pakistan; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

ACE Money Transfer is seeking a proactive IT Support Officer to provide first-line help for employees and keep day-to-day IT services running reliably from Lahore, Pakistan.

You will own tickets from acknowledgment to resolution, support Windows desktops and peripherals, manage AD/M365 and Google Workspace tasks, and collaborate with Network, Systems, Security and IT Inventory teams to meet SLAs while maintaining security standards.

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 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 elevate 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

Customer service

Problem-solving

Communication

Time management

Ownership

Attention to detail

Security awareness

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Windows

Active Directory

Microsoft 365

Google Workspace

VPN

LAN/Wi‑Fi networking

Job description

ACE Money Transfer is seeking a proactive IT Support Officer to provide first-line help for employees and keep day-to-day IT services running reliably from Lahore, Pakistan.

You will own tickets from acknowledgment to resolution, support Windows desktops and peripherals, manage AD/M365 and Google Workspace tasks, and collaborate with Network, Systems, Security and IT Inventory teams to meet SLAs while maintaining security standards.