Support Specialist, ESD

Xtium, Inc.; Islamabad; On-site; PKR 558,000 - 892,800; Full time

Job summary

A tech solutions company in Islamabad seeks a Support Specialist to provide exceptional technical support to clients. You will troubleshoot hardware and software issues, manage customer queries, and maintain service levels in a fast-paced environment. Ideal candidates have 2+ years in service desks and a strong academic background in Computer Science. The position offers growth opportunities and requires excellent communication skills and a customer-focused mindset.

Qualifications

• 2+ years of service desk experience in an MSP environment.
• Familiarity with IT Service Management concepts and practices.
• Strong ITIL knowledge or certification preferred.

Responsibilities

• Provide customer end user technical support via phone, email, chat.
• Diagnose and resolve customer issues with desktops and software.
• Document and track incidents utilizing the ServiceNow ITSM system.

Skills

Customer-centric approach

Excellent verbal and written communication skills

Problem-solving and analytical skills

Interpersonal skills

Time management skills

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Windows OS

Office 365

Azure AD

Active Directory

Job description

Support Specialist, ESD page is loaded## Support Specialist, ESDlocations: Islamabad, Pakistan - Officetime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR100146*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:**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.**About the Team:**XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.**About the Role:**As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience.**Job Responsibilities:*** 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**Job 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 environmentlocations: Islamabad, Pakistan - Officetime type: Full timeposted on: Posted 2 Days AgoAt 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.