System Support Engineer L-1 (KHI)

Contegris; Karachi Division; Sur place; PKR 300 000 - 540 000; Plein temps

Résumé du poste

Contegris (Pvt) Ltd is seeking an entry-level System Support Engineer to help customers resolve technical issues, troubleshoot systems, and ensure a seamless experience. The role focuses on first-contact resolution and clear communication with clients, while documenting incidents in the CRM/HelpDesk system.

The ideal candidate has a Bachelor's in CS/IT, 6–12 months of technical support experience, and is comfortable with rotational shifts.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 6 months to 1 year of experience in technical support or a high-paced call center environment.
• Students enrolled in BS CS/IT programs at Virtual University (VU) are encouraged to apply.
• 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 document technical issues.
• Ability to remain calm and effective under pressure.
• Team player with a willingness to learn and grow.
• Comfortable working in Rotational shifts.

Responsabilités

• Handle Customer Support: Respond to inquiries and technical issues via phone, email, chat, and other channels.
• Troubleshoot Technical Issues: Analyze problems, identify causes, and provide solutions.
• Drive First Contact Resolution: Resolve issues at first point of contact when possible.
• Monitor & Escalate: Identify alerts or complex issues and escalate as needed.
• Understand Customer Needs: Ask questions, listen, and gather information to diagnose issues.
• Provide Clear Communication: Explain issues and solutions simply and professionally.
• Document Incidents: Maintain records of interactions, issues, steps, and resolutions.
• Follow Up: Update customers until issues are resolved.
• Collaborate with Technical Teams: Work with internal teams for advanced assistance.
• Maintain Customer Experience: Ensure professional, patient customer interactions.

Connaissances

Communication skills

Troubleshooting

Customer focus

Rotational shifts

Team player

Documentation

Linux basics

Networking basics

SaaS product knowledge

Formation

Bachelor's degree in CS/IT

Outils

CCNA

CCNP

Corvit courses

Linux basics

Networking fundamentals

Description du poste

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 elevate 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 elevate 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.