Level 1 System Support Engineer

Mindbridge is the fast-growing, English-language Business Process Outsourcing (BPO) company, primarily based in Pakistan, serving global clients in tech, telecom, finance, retail, and transportation by managing their customer care, back-office, and sales operations. We pride ourselves on cost-effectiveness, high-quality service, innovative tech use (like AI), and being an industry leader in Pakistan, handling millions of customer interactions and aiming for seamless global connectivity.

Visit https://mindbridge.net/about to learn more.

🛠️ Role Overview

The Level 1 System Support Engineer will be the first point of contact for technical issues. This role is responsible for troubleshooting and resolving basic IT problems, ensuring smooth day-to-day technical operations, and escalating issues where necessary.

📌 Key Responsibilities

Technical Support & Troubleshooting

• Provide first-level support for hardware, software, and network-related issues.
• Troubleshoot and resolve problems related to:
• Windows OS
• Email and collaboration tools
• Printers, scanners, and peripherals
• User applications and system access
• Handle support requests through calls, emails, walk-ins, and ticketing systems .

System & User Support

• Install, configure, and maintain desktop systems, laptops, and basic network devices .
• Account creation and access provisioning
• Device setup and configurations

Network & Connectivity

• Troubleshoot LAN/Wi-Fi, IP configuration, VPN connectivity , and basic network issues.
• Report and escalate recurring issues to Level 2/3 teams.

Documentation & Reporting

• Maintain logs of incidents, resolutions, and IT assets.
• Ensure accurate documentation of IT processes, SOPs, and troubleshooting steps.

Customer Service

• Maintain a professional, courteous, and responsive communication standard with users.
• Ensure high-quality support and follow-up until issue resolution.

Compliance & Policy Adherence

• Follow company IT security guidelines, SOPs, and incident escalation processes .
• Assist in implementing system updates, security patches, and basic compliance checks.

🎯 Required Skills & Qualifications

• Diploma/Bachelor’s degree in IT, Computer Science, or related field .
• 1–2 years of experience in IT support or helpdesk roles (fresh graduates are encouraged).
• Basic understanding of:
• Windows operating systems
• Computer hardware
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Ticketing systems
• Strong problem-solving, communication, and customer service skills.
• Ability to work in a fast-paced environment and manage multiple tasks.

⭐ Preferred Skills (Optional)

• Experience with Active Directory, O365, VPN tools, and antivirus systems .
• Familiarity with remote support tools.

💼 What We Offer

• A supportive and learning-friendly work environment
• Opportunities for technical growth and career advancement
• Competitive salary package
• Medical Insurance
• Leave Encashment
• Annual Increment
• Employee engagement & appreciation programs