Compass Product / IT Associate

ibex

Posted Mar 27, 2024 592 views Report Job

PKR. 100,000 - 125,000/Month

Job Overview

Product Support Technicians are information technology (IT) professionals who provide technical support to internal/external users and clients as required. The Product Support Technician will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.

Tackle issues and service requests reported via calls
Diagnose and resolve issues and requests, reported through emails
Carefully follow through the email threads and manage them in Outlook shared mailbox
Respond with proficient technical writing skills
Accurately maintaining the log and track of reported issues and requests via unique tickets
Assignment of tickets to correct teams
Ensure completing the cycle of tickets (open to end)
Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
Providing/troubleshooting VPN services for remote users
Providing onsite and remote help using VNC/Team Viewer utility
Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications), ensuring and applying essential updates & fixes
Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols)
Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)

Job Specifications

Bachelor’s or above Degree in Information Technology, Computer Science or related field
Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
Excellent verbal and written communication skills
Technical writing skills
Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
ServiceDesk/CRM/ITSM tools experience preferred
Ability to comprehend Native North American, British or Neutral Language Accents
High energy, self-starter with bias for action and sense of urgency to deliver results
Basic knowledge of ITIL Framework
Knowledge of fundamental operations of relevant software, hardware and other equipment
Attentive to customer concerns and render services with positive attitude
Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
Available to work in Flexible shift timings

Perks & Benefits

Medical Insurance
Permanent Employment Status
Provident Fund
Internal Job Opportunities
Annual Leaves
Leaves Encashment
Referral Bonus
Company Pick & Drop

Skills

Information Technology Command Customer Satisfaction Management Time Management

Job Details

Industry:

BPO

Functional Area:

Computer Networking

Total Positions:

35+ Posts

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Thokar Niaz Baig, Lahore, Pakistan

Gender:

No Preference

Age:

18 - 45 Years

Minimum Education:

Bachelors

Career Level:

Entry Level

Minimum Experience:

Fresh

Apply Before:

Apr 16, 2024

Posting Date:

Mar 27, 2024

ibex

BPO · More than 5000 employees - Lahore

'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!