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ibex

<div>
 
 
 Objective:
 
 
 
 Ibex. Is looking for a
 
 "ServiceDesk Analyst"
 
 who will be considered as the front liner and 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.
 
 
 
 
 
 
 Job Description:
 
 
 
 Calls Handling:
 
 <ul>
 <li>
 Tackle issues and service requests reported via calls
 </li>
 <li>
 Transfer and Patch calls
 </li>
 </ul>
 
 
 
 
 Emails Handling:
 
 <ul>
 <li>
 Diagnose and resolve issues and requests, reported through emails
 </li>
 <li>
 Carefully follow through the email threads and manage them in outlook shared mailbox
 </li>
 <li>
 Respond with proficient technical writing skills
 </li>
 </ul>
 
 
 
 
 Tickets Management:
 
 <ul>
 <li>
 Accurately maintaining the log and track of reported issues and requests via unique tickets
 </li>
 <li>
 Assignment of tickets to correct teams
 </li>
 <li>
 Ensure completing the cycle of tickets (open to end)
 </li>
 </ul>
 
 
 
 
 Access and Network ID Management:
 
 <ul>
 <li>
 Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
 </li>
 <li>
 Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
 </li>
 <li>
 Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
 </li>
 <li>
 Providing/troubleshooting VPN services for remote users
 </li>
 <li>
 Providing onsite and remote help using VNC/Team Viewer utility.
 </li>
 </ul>
 
 
 
 
 Incident Management
 
 <ul>
 <li>
 Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
 </li>
 <li>
 Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 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). Server and System issues.
 </li>
 <li>
 Server and System issues.
 </li>
 <li>
 Telephony issues.
 </li>
 <li>
 Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)
 </li>
 </ul>
 
 
 
 
 Reports
 
 <ul>
 <li>
 Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database
 </li>
 </ul>
 
 
 
 
 Key Performance Indicators
 
 <ul>
 <li>
 AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets
 </li>
 </ul>
 
 
 
 
 
 Job Specification:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree in Computer Science, Information Technology or related field
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Technical writing skills
 </li>
 <li>
 Problem-solving maven adept at quickly dissecting an issue into its component parts and Identifying the root cause or opportunity
 </li>
 <li>
 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
 </li>
 <li>
 ServiceDesk/CRM/ITSM tools experience preferred
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results
 </li>
 <li>
 Basic knowledge of ITIL Framework
 </li>
 <li>
 Knowledge of fundamental operations of relevant software, hardware and other equipment
 </li>
 <li>
 Attentive to customer concerns and render services with positive attitude
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
 </li>
 <li>
 Available to work in Flexible shift timings and cater to the needs of 24/7/365 support
 </li>
 </ul>
 
 
 
 
 
 Perks &amp; Benefits:
 
 
 <ul>
 <li>
 Bi-Annual Bonus
 </li>
 <li>
 Internet Device
 </li>
 <li>
 Medical Insurance
 </li>
 <li>
 OPD (for complete family)
 </li>
 <li>
 Provident Fund
 </li>
 <li>
 Group Life Insurance
 </li>
 <li>
 Annual Leaves/ Casual Leaves
 </li>
 <li>
 EOBI
 </li>
 </ul>
 
 
 
 
 Mentioning the position in the subject line. Candidates can apply at
 
 Ibextech.careers@ibex.co
 
 
 
 CC:
 
 anzalna.mateen@ibex.co
 
 mentioning the position in the subject line.
 
</div>

Service Desk Analyst

RECH INTERNATIONAL

Job Title: IT Support ExecutiveCompany: RECH InternationalsLocation: PECHS Block 6, Karachi (On-Site)Department: IT / Technical Support Reports To: IT Manager / Operations Lead JobSummary: The IT Support Executive will be responsible for providing technical assistance, troubleshooting, system maintenance, and day-to-day IT support for RECH Internationals. The role ensures smooth functioning of IT infrastructure, fast problem resolution, and excellent support to employees across all departments.Key Responsibilities1. Technical Support Provide first-level support for hardware, software, network, and system issues. Troubleshoot desktops, laptops, printers, scanners, and other office equipment. Install, configure, and maintain operating systems and application software. Resolve issues related to email setup, password resets, and user access.2. Network &amp; System Management: Monitor LAN/WAN connectivity and coordinate with internet service providers when needed. Assist with router, switch, firewall, and Wi-Fi configurations under supervision of the IT Manager. Manage user accounts, permissions, and IT security compliance. Support in maintaining servers, backups, and antivirus systems.3. IT Asset &amp; Inventory Management: Maintain accurate records of IT equipment, software licenses, and inventory. Ensure timely maintenance, repairs, and upgrades of IT assets. Track hardware/software usage and propose improvements where needed.4. Documentation &amp; Reporting: Prepare daily/weekly IT support logs and incident reports. Maintain documentation for IT processes, configurations, and troubleshooting guidelines. Assist with procurement of IT equipment and follow up with vendors.5. User Support &amp; Training: Provide training and guidance to employees on basic IT tools, systems, and cybersecurity practices. Ensure smooth onboarding of new employees by preparing required IT setups.6. System Security &amp; Compliance Support compliance with company IT policies and data protection standards. Implement basic cybersecurity measures such as antivirus updates, patch management, and user access controls. Report unusual system activity or security concerns immediately.Qualifications &amp; Requirements:Bachelor&rsquo;s degree in Computer Science, IT, or related field.1&ndash;3 years of experience in IT support or similar role.Strong knowledge of Windows OS, MS Office, networking basics, and troubleshooting techniques.Familiarity with routers, switches, firewalls, and network fundamentals is a plus.Hands-on experience with ERP systems or cloud services (Google Workspace, Microsoft 365) is an advantage.Good communication, problem-solving, and customer service skills.Ability to multitask and work under minimal supervision.Job Type: Full-timePay: Rs60,000.00 - Rs65,000.00 per monthWork Location: In person

IT Assistant

Level 3 BOS

<div>
 
 Description
 
 
 
 We are hiring an experienced Executive IT Support professional to provide end-user assistance for hardware, software, and network-related issues during the night shift. The role includes troubleshooting, system administration, device configuration, and managing IT operations in a fast-paced environment.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Provide technical support for all IT-related issues (hardware, software, network).
 </li>
 <li>
 Assist users via phone, in-person, and remote support tools.
 </li>
 <li>
 Create, manage, and update user accounts across cloud platforms.
 </li>
 <li>
 Administer Active Directory, Azure, SharePoint, Exchange, and Office 365.
 </li>
 <li>
 Configure and deploy desktops, laptops, printers, mobile devices, and email clients.
 </li>
 <li>
 Support virtual desktop and remote desktop environments.
 </li>
 <li>
 Install, maintain, and troubleshoot firewalls, switches, load balancers, and network equipment.
 </li>
 <li>
 Perform structured cabling and coordinate with telecom vendors.
 </li>
 <li>
 Identify and respond to cybersecurity threats.
 </li>
 <li>
 Document issues, solutions, and configurations.
 </li>
 <li>
 Research and deploy new IT solutions based on user needs.
 
 
 </li>
 </ul>
 
 Skills &amp; Experience
 
 
 
 <ul>
 <li>
 Minimum 2 years&rsquo; experience in IT support or help desk roles.
 </li>
 <li>
 Strong troubleshooting skills for hardware, software, Windows Servers, VMware, Hyper-V, and O365.
 </li>
 <li>
 Knowledge of cloud solutions, wireless networks, video conferencing systems, and mobile device support.
 </li>
 <li>
 Experience with structured cabling, switches, APs, CCTV, telecom systems.
 </li>
 <li>
 Excellent English communication skills.
 </li>
 <li>
 Advanced proficiency in MS Office (Excel, Word, Outlook).
 </li>
 <li>
 Certifications (A+, Network+, Microsoft) preferred.
 </li>
 <li>
 Ability to work under pressure, manage multiple tasks, and work flexible hours/on-call.
 
 
 </li>
 </ul>
 
 Compensation &amp; Benefits
 
 
 
 <ul>
 <li>
 Competitive salary + annual bonus.
 </li>
 <li>
 Family medical insurance.
 </li>
 <li>
 Supportive work culture with international exposure and long-term growth opportunities.
 
 
 </li>
 </ul>
 
 Location:
 
 DHA Phase 5, Karachi
</div>

IT Support

Retail online

We are seeking an experienced Executive IT Support professional to deliver comprehensive end-user technical assistance for hardware, software, and network-related issues during the night shift. This role involves hands-on troubleshooting, system administration, device configuration, and the management of day-to-day IT operations in a dynamic and fast-paced environment.Key Responsibilities:Provide timely technical support for hardware, software, and network-related issues across the organization. Assist end users through phone support, in-person assistance, and remote support tools. Create, manage, and maintain user accounts across cloud-based platforms. Administer and support Active Directory, Azure, SharePoint, Exchange, and Microsoft 365 environments. Configure, deploy, and maintain desktops, laptops, printers, mobile devices, and email clients. Support virtual desktop infrastructure (VDI) and remote desktop environments. Install, configure, and troubleshoot firewalls, switches, load balancers, and other network equipment. Perform structured cabling tasks and coordinate with telecom and service vendors as required. Monitor, identify, and respond to cybersecurity threats and security incidents. Maintain accurate documentation of technical issues, resolutions, and system configurations. Research, evaluate, and implement new IT solutions based on business and user requirements.Skills &amp; Experience:At least 2 years of hands-on experience in IT support or help desk roles. Strong troubleshooting expertise across hardware, software, Windows Servers, VMware, Hyper-V, and Microsoft 365. Practical knowledge of cloud platforms, wireless networks, video conferencing systems, and mobile device support. Experience with structured cabling, network switches, access points, CCTV systems, and telecom infrastructure. Excellent verbal and written communication skills in English. Advanced proficiency in Microsoft Office applications, including Excel, Word, and Outlook. Relevant certifications such as A+, Network+, or Microsoft certifications are preferred. Ability to work effectively under pressure, manage multiple tasks simultaneously, and support flexible or on-call schedules.Compensation &amp; Benefits:Competitive salary with an annual performance-based bonus. Family medical insurance coverage. Collaborative and supportive work environment with international exposure and long-term career growth opportunities.Location: DHA Phase 5, KarachiJob Type: Full-timeAbility to commute/relocate:<ul><li>Karachi: Reliably commute or planning to relocate before starting work (Required)</li></ul>Work Location: In person

Executive IT Support (Night Shift)

Pakistan Single Window (PSW)

<div>
 <ul>
 <li>
 Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects
 </li>
 <li>
 Serve as the first point of contact for users seeking technical assistance via phone, email, social media or ticketing system
 </li>
 <li>
 Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
 </li>
 <li>
 Diagnose and resolve basic technical issues related to PSW software, hardware, and network systems
 </li>
 <li>
 Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
 </li>
 <li>
 Log all user interactions and technical issues in the service desk system and ensure proper documentation of actions taken
 </li>
 <li>
 Handle feedback campaigns
 </li>
 <li>
 Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures
 </li>
 <li>
 Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution
 </li>
 <li>
 Escalate unresolved issues to L2 or specialized support teams as needed
 </li>
 <li>
 Sharing knowledge with team colleagues
 </li>
 <li>
 Follow up with users to ensure their technical issues are fully resolved in a timely manner
 </li>
 <li>
 Assist with the installation, configuration, and troubleshooting of PSW applications for end-users
 </li>
 <li>
 Maintain knowledge of common technical issues and solutions related to PSW systems
 </li>
 <li>
 Contribute to the creation and maintenance of internal knowledge base articles and user guides
 </li>
 <li>
 Prioritize and manage several open issues at one time
 </li>
 <li>
 Ensure compliance with service-level agreements (SLAs) by resolving incidents within the agreed-upon timeframes
 </li>
 <li>
 Collaborate with L2 and other technical teams to ensure continuous service improvement
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Information Technology, Computer Science, or a related field
 </li>
 <li>
 1-2 years of experience in a service desk or technical support role
 </li>
 <li>
 Basic knowledge of IT systems, software, and troubleshooting techniques
 </li>
 <li>
 Familiarity with ticketing systems and incident management tools
 </li>
 <li>
 Strong communication and customer service skills
 </li>
 <li>
 Ability to work in a fast-paced environment and prioritize tasks effectively
 </li>
 <li>
 Problem-solving attitude with attention to detail
 </li>
 <li>
 Experience working with enterprise systems, preferably in the trade or customs industry
 </li>
 <li>
 Familiarity with remote desktop tools and other support software
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Competitive salary
 </li>
 <li>
 Fuel Card
 </li>
 <li>
 Health benefits
 </li>
 <li>
 Professional development opportunities
 </li>
 <li>
 Inclusive work culture &amp; much more
 </li>
 </ul>
</div>

Service Desk Analyst L1

AdalFi

<div>
 
 About AdalFi:
 
 
 
 AdalFi is a leading fintech company revolutionizing digital lending in Pakistan. We build intelligent credit infrastructure for banks, enabling them to make real-time, automated lending decisions using advanced data science, machine learning, and AI technologies.
 
 
 
 Role Overview:
 
 
 
 Business Analyst will be responsible for analysing product data, market trends, and user feedback to help improve and develop tech products. The Product Business Analyst will collaborate with product managers, engineers, and business teams to ensure the product aligns with customer needs and business objectives.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Product Analysis: The analyst will work with the Product team to analyse product performance, market trends, and customer feedback to align product strategy and development.
 </li>
 <li>
 Collaboration: The analyst will work closely with product managers, engineers, and design teams to define features, prioritized tasks, and ensure successful product delivery.
 </li>
 <li>
 Documentation of User Stories: The analyst will document the detailed user stories, ensuring that all requirements and criteria are well-defined and understood by the development team.
 </li>
 <li>
 User Research: They will conduct research (e.g., surveys, testing) to understand user needs and improve product usability.
 </li>
 <li>
 Product Lifecycle Support: The analyst will assist in managing the product through all stages, from ideation to launch and post-launch improvements.
 </li>
 <li>
 Technical Insights: They will stay updated on tech trends and provide technical insights to support product decisions.
 
 
 </li>
 </ul>
 
 Skills:
 
 
 
 <ul>
 <li>
 Strong analytical skills and the ability to interpret complex data sets.
 </li>
 <li>
 Excellent problem-solving abilities and attention to detail.
 </li>
 <li>
 Strong communication skills, with the ability to present findings and insights to both technical and non-technical stakeholders.
 </li>
 <li>
 Technical proficiency with tools like SQL, Excel, and data visualization tools is a plus.
 </li>
 <li>
 Familiarity with product design and user experience best practices is an advantage.
 
 
 </li>
 </ul>
 
 Requirements:
 
 
 
 <ul>
 <li>
 Minimum bachelor's degree in CS, IT or Engineering
 </li>
 <li>
 3-6 years of experience in IT Industry
 
 
 </li>
 </ul>
</div>

Technical Business Analyst

vativeApps

Job Title: Research AnalystExperience Required: Minimum 2 Years (Relevant) Industry: IT / Technology Location: Karachi / OnsiteJob Overview:vativeApps is looking for a detail-oriented and analytical Research Analyst with at least 2 years of relevant experience in the IT industry. The ideal candidate will support business, product, and market research initiatives by providing accurate insights and data-driven recommendations.Key Responsibilities:<ul><li>Conduct in-depth market, industry, and competitor research within the IT sector</li><li>Analyze data, trends, and insights to support business and product decisions</li><li>Prepare research reports, presentations, and actionable summaries</li><li>Gather qualitative and quantitative data from multiple sources</li><li>Collaborate with internal teams to understand research requirements</li><li>Monitor industry trends, emerging technologies, and market opportunities</li><li>Ensure accuracy, reliability, and timely delivery of research outputs</li></ul>Required Qualifications &amp; Skills:<ul><li>Minimum 2 years of relevant experience as a Research Analyst</li><li>IT industry experience is mandatory</li><li>Strong analytical, research, and problem-solving skills</li><li>Proficiency in MS Excel, PowerPoint, and research tools</li><li>Ability to interpret data and present insights clearly</li><li>Excellent written and verbal communication skills</li><li>Attention to detail and strong time management abilities</li></ul>Preferred Skills (Plus):<ul><li>Experience with market intelligence or competitive analysis tools</li><li>Basic understanding of software development, mobile apps, or digital solutions</li><li>Experience working in a fast-paced tech environment</li></ul>Job Type: Full-timeWork Location: In person

Research Analyst

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