Technical Support Specialist

Mayfair Technology Partners (MTP); Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A technology consulting firm in Lahore is seeking a detail-oriented Technical Support Specialist to manage SLA contracts and ensure service delivery. The ideal candidate will have a background in IT with at least 3 years of experience in technical support, strong communication skills, and proficiency in ticketing systems. This full-time position offers an opportunity to enhance customer satisfaction and contribute to effective service management.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3+ years of experience in technical support or IT service management.
• Strong understanding of SLA frameworks and ITIL principles.
• Excellent communication and customer service skills.
• Proficiency in ticketing systems & Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Monitor and manage SLA compliance across all technical support contracts.
• Provide Tier 1 and Tier 2 technical support to clients.
• Serve as the primary point of contact for SLA-related inquiries.
• Prepare monthly/quarterly SLA compliance reports for internal and client review.

Job description

Overview

Technical Recruiter @ Mayfair Technology Partners

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.

Key Responsibilities

• SLA Management: Monitor and manage SLA compliance across all technical support contracts.
• Track performance metrics and generate regular reports on SLA adherence.
• Identify and escalate SLA breaches, and coordinate resolution efforts.
• Technical Support: Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and network issues.
• Collaborate with internal teams to resolve complex technical problems.
• Client Communication: Serve as the primary point of contact for SLA-related inquiries.
• Communicate service updates, outages, and resolutions clearly and professionally.
• Conduct periodic reviews with clients to ensure satisfaction and contract alignment.
• Documentation & Reporting: Maintain accurate records of SLA contracts, support tickets, and performance reports.
• Prepare monthly/quarterly SLA compliance reports for internal and client review.
• Process Improvement: Recommend improvements to support processes to enhance SLA compliance.
• Assist in developing and refining SLA templates and support documentation.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3+ years of experience in technical support or IT service management.
• Strong understanding of SLA frameworks and ITIL principles.
• Excellent communication and customer service skills.
• Proficiency in ticketing systems & Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.
• Ability to work independently and manage multiple priorities.

Employment details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Business Consulting and Services