Technical Support Officer

Inbox Business Technologies; Lahore; Hybrid; PKR 450,000 - 650,000; Full time

Job summary

Inbox Business Technologies is seeking a Technical Support Officer to provide Level-1 tech support for desktops, laptops, printers, IP phones, and network connectivity. You will troubleshoot hardware, software, OS, and application issues, manage user accounts, and ensure timely incidents resolution within SLAs.

The role requires basic networking knowledge, familiarity with ITSM tools, and strong customer service skills.

Qualifications

• Bachelor’s degree or Diploma in Computer Science, IT, or related field.
• 1-3 years of experience in IT support or service desk operations preferred.
• Basic knowledge of Windows OS and Microsoft Office applications.
• Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Familiarity with ITSM/ticketing tools and remote support utilities.

Responsibilities

• Provide Level-1 technical support for desktops, laptops, printers, IP phones, and peripherals.
• Troubleshoot and resolve basic hardware, software, OS, and application issues.
• Perform user account management including password resets and access support.
• Provide first-level support for LAN/WAN, Wi-Fi, VPN connectivity, and network issues.
• Log and track incidents via ITSM tool within SLAs; escalate with Level-2/3 teams.
• Support installation, configuration, and deployment of IT equipment and software.
• Conduct routine system health checks and preventive maintenance.
• Maintain IT asset records and related documentation.
• Provide onsite and remote end-user support ensuring high customer satisfaction.

Skills

Troubleshooting

Customer service

Communication

Team coordination

Education

Bachelor's degree

Diploma in IT/CS

Tools

ITSM tools

Job description

Inbox Business Technologies is seeking a Technical Support Officer provide technical support for end users across desktop systems, laptops, printers, IP phones, network connectivity, and standard business applications. The ideal candidate should have strong troubleshooting skills, basic networking knowledge, and the ability to provide timely support while maintaining high customer satisfaction.

Responsibilities

• Provide Level-1 technical support for desktops, laptops, printers, IP phones, and peripheral devices
• Troubleshoot and resolve basic hardware, software, operating system, and application-related issues
• Perform user account management activities including password resets and access-related support
• Provide first-level support for LAN/WAN, Wi-Fi, VPN connectivity, and network-related issues
• Log, track, and update incidents and service requests through the ITSM tool within agreed SLAs
• Coordinate with Level-2/Level-3 support teams and vendors for issue escalation and resolution
• Support installation, configuration, and deployment of IT equipment and standard software
• Conduct routine system health checks and preventive maintenance activities
• Maintain IT asset records, inventory updates, and related documentation
• Provide onsite and remote support to end users while ensuring high customer satisfaction

Requirements

• Bachelor's degree or Diploma in Computer Science, Information Technology, or related field
• 1-3 years of experience in IT support or service desk operations preferred
• Basic knowledge of Windows operating systems and Microsoft Office applications
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Familiarity with ITSM/ticketing tools and remote support utilities
• Basic understanding of desktop hardware and peripheral troubleshooting
• Good communication and coordination skills
• Strong customer service orientation
• Problem-solving and time management skillslo
• Ability to work independently and within a team environment

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.