Technical Support Officer

Inbox Business Technologies is looking for a Technical Support Officer who can provide first-level technical support to end-users across PTCL offices and remote locations. The role involves responding to support requests via phone, email, and ticketing system, troubleshooting hardware, software, and network issues, and ensuring high levels of customer satisfaction through timely and effective resolution.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and ITSM/ticketing system.
• Troubleshoot and resolve hardware, software, network, and application-related issues.
• Accurately log, track, and update all support requests in the Helpdesk/ITSM tool.
• Escalate unresolved issues to appropriate teams, ensuring follow-through until closure.
• Support installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
• Assist users with issues related to Windows OS, Microsoft Office, VPN, email, and internet connectivity.
• Monitor system performance and service availability in collaboration with NOC and Infrastructure teams.
• Maintain and update documentation, including troubleshooting steps, FAQs, and knowledge base articles.
• Ensure adherence to SLA timelines, and proactively report recurring issues for root cause analysis.
• Provide on-site support for IT activities at various PTCL locations, as needed.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• 1–3 years' experience in IT support/helpdesk roles. Fresh graduates with strong technical knowledge are encouraged to apply.
• Proficiency in Windows OS and Microsoft Office Suite.
• Good understanding of networking concepts (LAN/WAN, DNS, DHCP).
• Experience with ticketing/ITSM tools (e.g., ServiceNow, Remedy).
• Ability to troubleshoot hardware, software, and peripheral devices.
• Excellent communication and interpersonal abilities.
• Willingness to work in shifts and rotational schedules as per business needs.
• Certifications (Preferred): CompTIA A+, Network+, Microsoft MTA / MCSA, ITIL Foundation

Key Skills:

• Strong problem-solving and analytical skills.
• High level of customer service orientation, with patience and professionalism.
• Ability to multitask and work effectively under pressure.
• Collaborative team player with a proactive and can-do attitude.