Senior IT Help Desk Engineer: Fast, Customer‑Centric Support

10Pearls; Islamabad; On-site; PKR 669,600 - 1,339,200; Full time

Job summary

10Pearls is hiring a Customer-focused IT Help Desk Support Engineer in Islamabad to provide first-line technical support for hardware, software, and network issues. You will log, triage, and resolve tickets, and escalate where needed while maintaining excellent customer service.

You will handle user accounts, device onboarding, and basic networking, with strong emphasis on documentation, knowledge-base creation, and adherence to SLAs.

Qualifications

• 4-5 years of experience in an IT help desk, service desk, or technical support role.
• Working knowledge of Windows and/or macOS operating systems, and common office productivity tools.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) and troubleshooting connectivity issues.
• Familiarity with ITSM/ticketing tools such as ServiceNow, Jira Service Management, Freshservice, or similar.
• Willingness to work in shifts or provide on-call support as required by business needs.

Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents and service requests accurately in the IT service management (ITSM) tool.
• Diagnose and troubleshoot hardware, software, operating system, and connectivity issues on desktops, laptops, and mobile devices.
• Provide first-level support for common business applications, email/collaboration tools, and printer/peripheral issues.
• Perform user account administration, including password resets and access provisioning.
• Escalate unresolved incidents to Level 2/3 support with clear documentation and timely follow-up.
• Set up and configure new workstations and peripherals for onboarding.
• Maintain IT asset inventory and ensure SLA adherence for ticket response and resolution times.
• Create and maintain knowledge base articles and troubleshooting guides to support self-service.

Skills

Customer service

Communication

Multitasking

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Windows/macOS

Job description

10Pearls is hiring a Customer-focused IT Help Desk Support Engineer in Islamabad to provide first-line technical support for hardware, software, and network issues. You will log, triage, and resolve tickets, and escalate where needed while maintaining excellent customer service.

You will handle user accounts, device onboarding, and basic networking, with strong emphasis on documentation, knowledge-base creation, and adherence to SLAs.