System Support Engineer L-1 KHI

Contegris Technology Solutions; Karachi Division; Sur place; PKR 300 000 - 600 000; Plein temps

Résumé du poste

Contegris is seeking an entry-level System Support Engineer to assist customers with technical issues and ensure a smooth experience. You will troubleshoot, investigate, and document incidents, while escalating complex problems to the right teams as needed.

You'll engage in rotating shifts, communicate clearly with customers, and grow your IT support skills in Linux, networking, and SaaS products as you advance your career.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 0.5–1 year of technical support or fast-paced call center experience.
• Students enrolled in BS CS/IT at VU encouraged to apply.
• CCNA/CCNP or relevant networking courses encouraged.
• Basic understanding of Linux, Networking, and Network Security.
• Strong verbal and written communication skills.
• Customer-oriented approach to handle concerns professionally.
• Strong troubleshooting and problem-solving abilities.
• Attention to detail and ability to document issues clearly.
• Ability to stay calm under pressure and work in rotations.

Responsabilités

• Handle customer inquiries and technical issues via phone, email, chat and other channels.
• Troubleshoot reported problems and identify possible causes.
• Aim for first contact resolution whenever possible.
• Monitor system alerts and escalate to technical teams when needed.
• Ask questions and listen to accurately diagnose issues.
• Explain technical issues and solutions clearly to customers.
• Document incidents and troubleshooting steps in the CRM/HelpDesk system.
• Follow up with customers to provide timely updates until resolution.
• Collaborate with internal teams to resolve complex issues.
• Maintain professional, customer-first interactions.

Connaissances

Verbal communication

Written communication

Troubleshooting

Customer focus

Team player

Calm under pressure

Formation

BS in Computer Science/IT

Outils

Linux

Networking

CCNA/CCNP (courses)

Description du poste

Job Description:

At Contegris, we're not just focused on building great products — we're equally committed to making sure they work reliably and deliver a seamless experience for the people who use them.

As a System Support Engineer, you'll be part of the team responsible for helping customers resolve technical issues, troubleshoot system-related problems, and ensure a smooth customer experience.

This is an entry-level technical support role suited for someone who enjoys troubleshooting, learning how systems work, communicating with customers, and finding practical solutions to technical problems. You'll work closely with customers to investigate issues, provide timely support, document incidents, and upscale complex problems when required.

If you're technically curious, comfortable communicating with customers, and looking to build your career in IT Support Network Support, this role might be for you.

What This Role Does

• Handle Customer Support: Respond to customer inquiries and technical issues received through phone, email, chat, and other support channels.
• Troubleshoot Technical Issues: Analyze reported problems, identify possible causes, and provide appropriate solutions.
• Drive First Contact Resolution: Resolve customer issues efficiently at the first point of contact whenever possible.
• Monitor & Escalate: Identify system alerts or complex technical issues and escalated them to the relevant technical team when required.
• Understand Customer Needs: Ask the right questions, actively listen to customer concerns, and gather the information required to diagnose issues.
• Provide Clear Communication: Explain technical issues and solutions in a simple and professional manner to customers.
• Document Incidents: Maintain accurate records of customer interactions, technical issues, troubleshooting steps, and resolutions in the CRM/HelpDesk system.
• Follow Up: Stay connected with customers on pending issues and ensure they receive timely updates until resolution.
• Collaborate with Technical Teams: Work with relevant internal teams to investigate and resolve issues that require further technical assistance.
• Maintain Customer Experience: Ensure every customer interaction is handled professionally, patiently, and with a customer-first mindset.

Who This Is For

• Bachelor's degree, preferably BS Computer Science, Information Technology, or a related field.
• 6 months - 1 year of experience in technical support or a high-paced call center environment.
• Students currently enrolled in a BS CS/IT-related program at VU (Virtual University) are also encouraged to apply.
• Candidates who have completed CCNA, CCNP, or relevant networking/IT courses from Corvit are encouraged to apply.
• Basic understanding of Linux, Networking, and Network Security.
• Strong verbal and written communication skills.
• Customer-oriented approach with the ability to handle customer concerns professionally.
• Strong troubleshooting and problem-solving skills.
• Good attention to detail and ability to accurately document technical issues.
• Ability to remain calm and effective under pressure.
• Good team player with a willingness to learn and grow.
• Comfortable working in Rotational shifts.

What Won't Work

This role won't be a fit if you:

• Don't enjoy troubleshooting or investigating technical problems.
• Prefer to simply forward customer issues instead of trying to understand and resolve them.
• Struggle to communicate clearly with customers.
• Find it difficult to remain patient and professional when dealing with frustrated customers.
• Are uncomfortable working in a fast-paced support environment with rotational shifts.
• Don't want to learn about Linux, networking, SaaS products, and technical systems.
• This is primarily a Product Support role where you'll learn our products and technologies and provide technical support to our customers. If your career goal is to move into pure Networking or Network Engineering, this role may not be the right fit.
• Avoid documenting issues, troubleshooting steps, or customer interactions properly.
• Struggle to work under pressure or manage multiple support requests.
• Prefer working independently and are not comfortable collaborating with technical teams.

Requirements: