IT Support Engineer

ABOUT THE TEAM

The Customer Support & Monitoring (CSM) Team is part of the Customer Success Operations (CSOT) group within ASTRO IT, Andromeda's enterprise IT function. Managed by Ryan Singh, this team is at the forefront of Andromeda's customer-first IT philosophy — delivering Tier 1 support, proactive monitoring, and meaningful customer engagement across the organization.

The CSM Team operates with a service-oriented mindset, serving as a key touchpoint between Andromeda's IT capabilities and its business users. We believe every interaction is an opportunity to build trust, solve problems, and raise the bar for customer satisfaction.

ROLE OVERVIEW

As an IT Support Specialist on the CSM Team, you will be a frontline champion of the customer experience — supporting Andromeda employees across North America from Pakistan. You will provide responsive Tier 1 IT and security support, monitor system alerts and signals, and own the end-to-end ticket lifecycle from creation through resolution.

This is a full-time remote position based in Pakistan. As part of the team, you will work in shifts, and your schedule will rotate each quarter to support a variety of customers. You will collaborate in real time with colleagues and customers in North America. Excellent English communication skills—both written and spoken—are essential to succeed in this role.

KEY RESPONSIBILITIES

Tier 1 IT & Security Support

• 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.

Monitoring & Alert Response

• 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.

Ticket Management

• 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.

• Identify patterns in ticket volume or recurring issues and surface insights for process improvement.

Customer Engagement & Outreach

• Proactively engage customers through outreach initiatives, check-ins, and follow-ups to ensure ongoing satisfaction and issue resolution.

• Deliver clear, approachable IT training and guidance to end users, empowering them to get the most from Andromeda's technology environment.

• Build strong relationships with business users, acting as a trusted IT partner and advocate.

• Gather and relay customer feedback to help continuously improve CSM Team processes and service delivery.

QUALIFICATIONS

Required

• 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.

Preferred

• 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.

• End-user support across mixed environments – strong Windows experience, with working knowledge of macOS (especially in Microsoft 365-heavy setups).

• Microsoft 365 core services – proficient in Outlook, Teams, OneDrive, SharePoint, and fundamental Azure AD/Entra concepts (users, groups, devices, MFA).

• Experience working with AI prompts and evaluating outcomes – ability to craft effective prompts, assess result quality, and apply outputs responsibly in a business or IT context.

PAKISTAN LOCATION & EST HOURS REQUIREMENTS

This position is specifically posted for candidates based in Pakistan. The following requirements are non-negotiable and central to performing the role effectively:

• English Proficiency (Written): Exceptional written English is mandatory. You will communicate daily with North American colleagues and customers via ticketing systems, email, chat, and documentation. All written communications must be professional, clear, and precise — free of grammatical errors. You will be evaluated on written English proficiency during the hiring process.

• English Proficiency (Spoken): Strong spoken English is required. You will participate in video meetings, calls, and live chat with English-speaking customers and team members throughout your workday. The ability to convey technical information confidently and clearly in spoken English is essential.

• EST Hours: You must be available to work during core Eastern Standard Time (EST) business hours. Andromeda's customers and stakeholders operate during North American business hours, and real-time collaboration during those hours is a core requirement of this role. EST is UTC-5 (standard time) / UTC-4 (Eastern Daylight Time). Your primary working hours will generally align to 9:00 AM – 6:00 PM EST.

• On-Call Availability: Ability to participate in a rotating on-call schedule to help ensure continuous coverage for Andromeda's operations, including outside standard EST business hours on occasion.

• Schedule Flexibility: Willingness and ability to adapt your work schedule to accommodate shifting business needs, urgent issues, or time-sensitive projects as required.

• Management Reporting: Pakistan-based staff report to Asif Khan (Manager, Acquisition Integration and Pakistan IT Operations) for management, mentoring, and professional development, while receiving technical task direction from CSM Team leads and product owners.

SKILLS THAT SET YOU APART

• 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.

• Comfortable working within a diverse, geographically distributed team across multiple time zones and cultural contexts.

WHAT SUCCESS LOOKS LIKE

In this role, you will be measured not just by ticket closure rates, but by the quality of the experience you create for every customer you support. A successful CSM Team member:

• Resolves issues quickly and thoroughly, with empathy and clarity.

• Anticipates problems through proactive monitoring rather than waiting to react.

• Communicates in clear, professional English that instills confidence in every customer interaction.

• Leaves every customer interaction better than they found it.

• Contributes to a team culture of accountability, improvement, and shared purpose.

• Is fully present and engaged during EST business hours, collaborating in real time with the broader ASTRO team.

OUR CULTURE & VALUES

The ASTRO IT team is committed to delivering reliable, secure, and scalable technology solutions with a customer-focused, service-oriented mindset. The CSM Team embodies this mission every day — going above and beyond to ensure that every Andromeda employee has the support they need to do their best work.

We value curiosity, ownership, collaboration, and a relentless focus on the customer experience. Pakistan-based team members are full and valued members of the ASTRO family, and we invest in your growth, mentorship, and professional development.