Technical Support Analyst

Remotely Yours (Pvt) Ltd · 2 weeks ago
Opening closed.
Location
Lahore Pakistan
Department
Customer Service - RYL
Employment Type
Full-Time
Applications Received
10
Closed On
7 Apr, 2026

We are looking for a strong L1 Service Desk / Infrastructure resource who can not only handle technical support efficiently but also has the capability to train and mentor new team members to help scale the team.


Key Responsibilities:

• Act as first point of contact for all IT-related issues (calls, emails, chat)

• Troubleshoot hardware, software, and network-related problems

• Ensure high first-contact resolution rate

• Proper ticket logging, categorization, and documentation

• Escalate complex issues to L2/L3 teams

• Train, mentor, and guide new hires

• Help in building processes and improving team performance

• Maintain SLA and quality standards


Required Skills:

• Strong knowledge of IT support (systems, networks, applications)

• Hands-on experience with ticketing tools (ServiceNow, Jira, etc.)

• Excellent communication and customer handling skills

• Leadership mindset with training ability

• Problem-solving and decision-making skills


Experience Required:

• 2 - 4  years in Service Desk / IT Support

• Prior experience in mentoring or training team members preferred


Work Schedule:

• 24/7 rotational shifts

Opening closed.