Technical Support Engineer

ScrumAD Private Limited; Islamabad; On-site; PKR 700,000 - 1,300,000; Full time

Job summary

A technology solutions firm is seeking a Mid-Level Technical Support Engineer based in Islamabad. The role involves providing technical support to clients through various communication channels, diagnosing issues, and ensuring customer satisfaction. The ideal candidate will have a Bachelor's degree in a relevant field and 2-4 years of experience in technical support. Strong troubleshooting skills and excellent English communication abilities are essential for success in this role.

Qualifications

• 2–4 years of experience in technical support or a similar role.
• Ability to communicate technical concepts to non-technical clients.
• Strong attention to detail.
• Excellent spoken and written English communication skills.
• Ability to communicate technical concepts to non-technical clients.
• Strong customer service mindset and attention to detail.
• Ability to work independently and collaboratively in a team environment.

Responsibilities

• Provide technical support to clients via calls, emails, and chat.
• Diagnose, troubleshoot, and resolve software and system-related issues.
• Ensure timely resolution of support tickets while meeting service-level expectations.
• Escalate complex issues to relevant technical teams when required
• Maintain accurate documentation of issues, resolutions, and follow-ups
• Monitor system performance and proactively identify potential issues
• Ensure timely resolution of support tickets while meeting service-level expectations
• Build and maintain strong client relationships through effective communication

Skills

Troubleshooting and problem-solving

English communication skills

Customer service mindset

Team collaboration

Team collaboration

Independent work

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field

Job description

We are seeking a skilled and customer-focused Mid-Level Technical Support Engineer to provide technical assistance and support to clients. The ideal candidate will be responsible for diagnosing and resolving technical issues, communicating clearly with clients in English, and ensuring a high level of customer satisfaction. The engineer will work closely with internal technical teams to deliver timely and effective solutions.

Responsibilities

• Provide technical support to clients via calls, emails, and chat in English
• Diagnose, troubleshoot, and resolve software and system-related issues
• Understand client concerns and explain technical solutions in a clear, professional manner
• Escalate complex issues to relevant technical teams when required
• Maintain accurate documentation of issues, resolutions, and follow-ups
• Monitor system performance and proactively identify potential issues
• Ensure timely resolution of support tickets while meeting service-level expectations
• Build and maintain strong client relationships through effective communication

Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 2–4 years of experience in technical support or a similar role
• Strong troubleshooting and problem-solving skills
• Excellent spoken and written English communication skills
• Ability to communicate technical concepts to non-technical clients
• Strong customer service mindset and attention to detail
• Ability to work independently and collaboratively in a team environment