IT Support Engineer
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Job Description
IT Support Specialist responsible for Tier 1 IT support for Andromeda, assisting North American employees from Pakistan. Involves troubleshooting, ticket management, and proactive customer engagement.
Responsibilities:
- Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users.
- Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach.
- Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation.
- Uphold and reinforce security best practices in every customer interaction.
- Monitor IT alerts, signals, and dashboards to identify and address potential issues before they impact end users.
- Respond promptly to triggered alerts, assess severity, and initiate appropriate response actions.
- Maintain awareness of the health of the Andromeda IT environment and contribute to a culture of proactive operations.
- Create, categorize, prioritize, and triage incoming support tickets in accordance with established SLAs and team processes.
- Maintain accurate and up-to-date ticket documentation throughout the lifecycle of each request.
- Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.
Requirements:
- 1–3 years of experience in an IT support, helpdesk, or service desk role.
- Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications.
- Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).
- Strong communication skills — written and verbal — with a genuine passion for helping people.
- Ability to manage competing priorities in a fast-paced environment with professionalism and composure.
- Excellent written and spoken English — the ability to communicate clearly and professionally in all customer interactions is essential and considered a primary competency for this role.
- Exceptional documentation skills — able to produce thorough, accurate, and well-structured records of issues, resolutions, and processes.
- Outstanding customer service orientation with a demonstrated ability to deliver a warm, professional experience to every user.
- Strong ability to investigate, troubleshoot, and resolve technical issues independently and systematically.
- Ability to communicate complex technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences.
- Highly self-motivated and self-directed, with keen attention to detail and the ability to manage workload without close supervision.
Benefits:
- Market-leading Salary
- Medical Coverage – Self & Dependents
- Parents Medical Coverage
- Provident Fund
- Employee Performance-based bonuses
- Home Internet Subsidy
- Conveyance Allowance
- Profit Sharing Plan [Tenured Employees Only]
- Life Benefit
- Child Care Facility
- Company Provided Lunch/Dinner
- Professional Development Budget
- Recreational area for in-house games
- Sporadic On-shore training opportunities
- Friendly work environment
- Leave Encashment
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