Support Specialist - ESD

Xtium; Islamabad; On-site; PKR 800,000 - 1,200,000; Full time

Job summary

XTIUM is hiring a Support Specialist for its Islamabad, Pakistan office. The role handles end-user technical support via phone, email, chat, and self-service portals, with focus on resolving issues related to Windows OS, Office 365, VPN, and IT services.

You will document incidents in ServiceNow, escalate where needed, and ensure high customer satisfaction. The ideal candidate has 4+ years in an MSP service desk, strong communication, and ITIL familiarity.

Qualifications

• 4+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric approach.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITSM concepts and ITIL knowledge preferred.
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 environment.

Responsibilities

• Provide end-user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, and common software.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance and troubleshoot network connectivity (VPN/internet).
• Document incidents in ServiceNow and escalate complex issues.
• Maintain SLA adherence and high first-call resolution.
• Convey technical information clearly to clients.

Skills

Communication

Customer-centric

Problem solving

Multi-tasking

Empathy

Team player

Time management

Pressure handling

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

Job description

Support Specialist - ESD### Support Specialist - ESDApply: Islamabad, Pakistan - Office: Full time: Posted Yesterday: JR100304*The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.*## **Job Description:**## What You Will Do* Provide customer end user technical support via phone, email, chat, and self-service portals* Diagnose and resolve customer 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## What Qualifies You* 4+ 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 XTIUM is an equal opportunity employer.At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.