Remote IT Support Specialist

119 dinCloud Pakistan (Private) Limited; Islamabad; On-site; PKR 781,000 - 1,228,000; Full time

Job summary

XTIUM is seeking an IT service desk professional to join our remote 24/7 support operations. You will handle end-user tickets, diagnose hardware and software issues, and maintain timely resolution across multiple channels.

Ideal candidates have 2+ years of MSP helpdesk experience, strong communication, ITIL awareness, and relevant certifications. This role offers a dynamic, fast-paced environment with growth opportunities.

Qualifications

• 2+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Excellent problem-solving and analytical skills.
• Customer-centric approach with a focus on service excellence.
• Ability to work effectively under pressure and manage multiple priorities.
• Continuous improvement mindset.
• Incident and request management experience.
• Must be a team player and collaborative.
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.
• MAC OS knowledge would be a plus, but not a hard requirement.
• Familiarity with IT Service Management concepts, practices, and procedures.
• Strong ITIL knowledge or certification preferred.
• Technical Certifications: CompTIA, A+, MSCE are a plus.
• Experience using ServiceNow ticketing system is preferred.
• Experience using remote assistance tools.
• Excellent time management skills.
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field.
• Strong technical background.
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment.

Responsibilities

• Provide end-user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications.
• Assist end users with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections).
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance targets.
• Utilize the internal knowledge base to resolve common issues and improve efficiency.
• Drive customer satisfaction through proactive communication and first call resolution.
• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude.
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps.

Skills

Communication skills

Interpersonal skills

Problem solving

Customer-centric

Time management

Team player

ITIL knowledge

Service desk experience

Remote support

Technical certifications

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Windows OS

Office 365

Azure AD

Active Directory

Exchange/Office 365

Remote assistance tools

Job description

XTIUM is seeking an IT service desk professional to join our remote 24/7 support operations. You will handle end-user tickets, diagnose hardware and software issues, and maintain timely resolution across multiple channels.

Ideal candidates have 2+ years of MSP helpdesk experience, strong communication, ITIL awareness, and relevant certifications. This role offers a dynamic, fast-paced environment with growth opportunities.