Technical Support Officer

Inbox Business Technologies; Islamabad; On-site; PKR 450,000 - 750,000; Full time

Job summary

Inbox Business Technologies is seeking a proactive Technical Support Officer to manage daily IT support operations, coordinating between end-users, technical teams, and vendors to ensure timely resolution of service requests in Islamabad.

The role requires 1–3 years in IT support, familiarity with ITSM tools such as Jira Service Management or ServiceNow, and strong documentation, reporting, and SLA tracking to drive improvements.

Qualifications

• 1–3 years of experience in IT support, helpdesk or service coordination roles
• Bachelor's degree in Computer Science, IT, or related field
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
• Understanding of incident management, escalation processes, and SLA tracking
• Strong documentation, reporting and data tracking skills
• Basic understanding of IT infrastructure, systems and support processes
• Strong organizational and coordination abilities
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities under pressure
• Familiarity with ITIL practices and service management frameworks
• Strong collaboration and stakeholder management skills

Responsibilities

• Coordinate and manage daily IT support operations and service requests
• Act as the primary point of contact between users, technical teams, and external vendors
• Monitor and manage incident tickets to ensure compliance with SLAs
• Track, prioritize, and escalate unresolved issues to the appropriate teams
• Schedule and coordinate on-site and remote support activities
• Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
• Generate regular service performance reports and provide actionable insights for improvement
• Assist in capacity planning, resource allocation, and workflow optimization
• Support IT audits, asset management, and documentation of IT processes
• Facilitate clear and timely communication between end-users and technical teams
• Contribute to continuous improvement of ITSM processes

Skills

IT support

Helpdesk

Stakeholder management

Communication

Documentation

Incident management

SLA tracking

Multi-tasking

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

ServiceNow

Job description

Inbox Business Technologies is seeking a proactive and detail-oriented Technical Support Officer to manage daily IT support operations and ensure seamless handling of service requests. This role will act as the central point of coordination between end-users, technical teams, and vendors, ensuring timely resolution of issues and adherence to service standards.

Responsibilities

• Coordinate and manage daily IT support operations and service requests
• Act as the primary point of contact between users, technical teams, and external vendors
• Monitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs)
• Track, prioritize, and escalate unresolved issues to the appropriate teams
• Schedule and coordinate on-site and remote support activities
• Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
• Generate regular service performance reports and provide actionable insights for improvement
• Assist in capacity planning, resource allocation, and workflow optimization
• Support IT audits, asset management, and documentation of IT processes
• Facilitate clear and timely communication between end-users and technical teams
• Contribute to the continuous improvement of IT Service Management (ITSM) processes

Requirements

• 1-3 years of experience in IT support, helpdesk, or service coordination roles
• Bachelor's degree in Computer Science, IT, or a related field
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
• Understanding of incident management, escalation processes, and SLA tracking
• Strong documentation, reporting, and data tracking skills
• Basic understanding of IT infrastructure, systems, and support processes
• Strong organizational and coordination abilities
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities under pressure
• Attention to detail and problem-solving mindset
• Familiarity with ITIL practices and service management frameworks
• Strong collaboration and stakeholder management skills

Equal Opportunity & Inclusion

We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy.

At Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.