IT Support Executive

About Us

Planet Beyond is a leading telecom technology company, working with all major telecom operators in Pakistan for over 20+ years. We specialize in delivering scalable, high-performance digital solutions that power millions of users daily. Our core strength exists in combining deep telecom expertise with innovative mobile and digital platforms to drive growth and customer engagement, along with developing AI solutions in our on-premises data center.

Position: IT Support Executive

Location: I-10, Islamabad

We are looking for an IT Support Executive. The primary objective/goal is to identify and fix any issues that cause service disruption or degradation. The person working in this position monitors the servers/services running in our data center and rectifies/escalates any problems experienced by the services. The person also provides first/second level support to the clients.

Qualification: Bachelor’s degree in BE (Telecom), Computer Engineering, BCS, or a related discipline.

Experience: Fresh candidates are welcome to apply; however, relevant experience will be a plus.

Key Responsibilities:

● Guarantees the seamless operation of our data center, servers, and services, promptly identifying and addressing any potential issues to prevent prolonged disruptions.

● Implements essential measures to expedite the resolution of problems, ensuring minimal downtime.

● Delivers primary and secondary support to clients, effectively managing and addressing client/user concerns while collaborating with client staff to achieve resolutions.

● Retrieves the necessary data for monthly invoicing from the databases as per provided guidelines.

Requirements:

● Monitor the operation of servers and services within the data center, utilizing a combination of manual oversight and automated monitoring tools for efficient supervision.

● Take immediate action upon identifying any issues (either through manual observation or automated alerts), either resolving the problem or escalating it to higher-level support, providing a concise description with pertinent details. Issues may encompass software, hardware, network, or environmental factors affecting services.

● Maintain meticulous records of monitoring data in adherence to provided instructions, and distribute it to the pertinent parties.

● Thoroughly investigate client-raised complaints, ensuring prompt and appropriate responses to complainants while upholding the Service Level Agreement (SLA) with the client. Share the details of the complaint investigation with the team promptly.

● If unable to resolve a complaint independently after conducting a preliminary investigation, escalate it to higher-level support and include investigation details in the escalation.

● Retrieve necessary statistics for invoicing at the outset of each month, following specified guidelines, and promptly share them with the relevant personnel.

● Extract data from databases or logs as per requirements, and share it as needed

● Willing and able to work in various shifts, Day/Night.

Skills/Knowledge:

● Proficient in identifying and resolving basic hardware issues.

● Hands-on experience working with Linux systems, particularly in command-line environments.

● Familiarity with Windows-based systems.

● Knowledge of fundamental network elements, protocols, standards, and tools.

● Some exposure to databases and proficiency in SQL.

● Strong written communication skills in English.

● Fluent oral communication skills in Urdu.

Qualities:

● Quick learner, adept at grasping new concepts and technologies.

● Possesses a problem-solving mindset, dedicated to identifying root causes and implementing effective solutions.

● Demonstrates strong analytical abilities and a high level of intelligence quotient (IQ).

● Meticulous and careful in decision-making and result deduction.

● Has an excellent memory and is able to recall important details reliably.

● Capable of consistently performing routine tasks with precision.

● Punctual and reliable, consistently meeting work schedule commitments.

● Demonstrates honesty, trustworthiness, and a commitment to fulfilling promises.

● Approaches interactions with colleagues and clients in a friendly and approachable manner.

Job Type: Full-time

Pay: Rs40,000.00 - Rs50,000.00 per month

Application Question(s):

• Are you comfortable working in rotating shifts, including night shifts?Yes/No
• Do you have a Bachelor’s degree in BE (Telecom), Computer Engineering, BCS, or a related field? Yes/No
• Are you comfortable working on-site? Yes/No

Work Location: In person