Next Generation Technology Solutions is seeking an experienced Technical Support Engineer (L2) to join our team. The role involves providing advanced technical assistance and support to clients and end users facing issues with endpoint devices such as applications, software, connectivity, and hardware. The ideal candidate will have strong problem-solving skills, a deep understanding of IT Service Management (ITSM) processes, and excellent communication skills in English. This is a great opportunity to work in a fast-paced, dynamic environment and contribute to ensuring our clients’ systems run smoothly.

Key Responsibilities:

End User Support: Provide high-quality technical support to clients and end users, addressing issues with endpoint devices, applications, software, connectivity, and hardware malfunctions.
Issue Diagnosis & Resolution: Identify and troubleshoot technical issues, offering remote or on-site assistance and implementing solutions to resolve them efficiently.
Adhere to ITSM Processes: Follow IT Service Management (ITSM) practices, including incident management, problem management, and change management, to handle support requests.
Effective Communication: Communicate clearly and effectively with clients in English to understand technical issues, collect necessary information, and guide users through the resolution process.
Documentation: Maintain thorough records of support activities, including client interactions, troubleshooting steps, and resolutions, following documentation standards.
Continuous Improvement: Stay up to date with emerging technologies and support best practices, and contribute to process improvements within the support team.
Collaboration: Collaborate with technical support colleagues and other departments such as IT operations and development to resolve complex issues and ensure timely solutions.

Qualifications:

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Experience: Proven experience in technical support or a similar role, with a solid understanding of endpoint devices, applications, software, connectivity, and hardware.
ITSM Knowledge: Familiarity with IT Service Management (ITSM) processes, including incident management, problem management, and change management.
Communication Skills: Strong written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
Problem-Solving Skills: Excellent troubleshooting skills with the ability to resolve issues quickly and effectively.
Customer Service: A customer-focused attitude and a commitment to providing high-quality support services.
Independence & Teamwork: Ability to work independently and in a team, thriving in a fast-paced environment with a strong sense of urgency and attention to detail.

Preferred Qualifications:

Certifications: Professional certifications such as CompTIA A+, CCNA, Microsoft, or ITIL Foundation are a plus.
Remote Support Tools: Experience with remote support tools and ticketing systems.
Scripting Knowledge: Basic knowledge of scripting languages like PowerShell or bash for automation tasks.
Cloud Platforms: Familiarity with cloud computing platforms and services such as AWS or Azure.
Multicultural Experience: Previous experience in client-facing roles or working in multicultural environments is advantageous.

Benefits:

Competitive Salary: Attractive salary and benefits package (details to be discussed during the interview).
Career Growth: Opportunities for continuous learning, professional growth, and skill development.
Collaborative Environment: Work in a supportive, dynamic, and inclusive team environment.
Shift Timings: This role requires working in US time zones, offering flexibility in hours.

Working Conditions:

This is an on-site role based in Gulberg, Lahore.
Shift Timings: US time zone working hours, which may involve flexibility to work outside regular hours for emergency support.
Occasional on-call availability may be required during critical incidents.

Application Instructions:

Interested candidates should submit their CV, including relevant work experience, qualifications, and certifications, to the provided email address. Please ensure the subject line of your email reads “Technical Support Engineer (L2) Application”.

In your application, ensure to include:

Details of your professional experience in technical support or related fields.
Any certifications or qualifications (CompTIA A+, CCNA, etc.).
Proficiency in remote support tools, ITSM processes, and cloud platforms (if applicable).
Your availability to work in US time zones.

Author
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Asad Hameed

Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.

Technical Support Engineer (L2)