Service Desk Analyst – Pakistan (Remote - US Timing)

Our Vision

Enabling our partners with technology solutions that help them achieve their business goals.

Our Mission

Provide secure and efficient technology solutions so that our customers can focus on their business.

Our Values

• Obsessive Customer Service
• Deep Strategic Partnerships
• Unparalleled Technical Talent

Company

Acorn Technology Services is a provider of Managed Information Technology Services (“MITS”). We believe that all businesses, regardless of size and industry, are increasingly dependent on information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their success. Acorn Technology Services offers high quality, reasonably priced, dependable IT solutions, thereby allowing its customers to focus on their core competencies.

Job summary

We are looking for a Service Desk Analyst who is passionate about effective solutions and clear communication and coordination with customers around critical and complex issues. Working with Systems Engineering and Cybersecurity departments to ensure critical issues and incidents are resolved on time and according to customers expectations.

General purpose of the position

This position is part of Service Desk department and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues during our off hours. This will report to the Service Desk Analyst Lead.

PRIMARY DUTIES

• Provide first level technical support for hardware and software issues related to Mac OS and Windows environments. Provide outstanding service to new and existing customers via telephone and email. Answering phone calls and responding to customer’s emails.
• Troubleshoot and resolve networking issues, including DNS configurations and VPN connectivity.
• Assist users with Active Directory management, including user account creation and permissions.
• Analyze customer problems and provide timely solutions through remote assistance or on-site visits as needed.
• Document all support interactions in the service desk system (AutoTask) to maintain accurate records of issues and resolutions.
• Collaborate with other IT team members to enhance overall service delivery and improve processes.
• Deliver excellent customer service by communicating clearly and professionally with users at all levels.

EXPECTED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.
• Experience supporting/troubleshooting Microsoft 365, mobiles devices, and computer peripherals.
• Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.
• Assist customers in troubleshooting technical problems, and document and respond to customer issues.
• Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to Systems Administration team.
• Sound technical and troubleshooting knowledge of desktops and applications.
• Basic understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.
• Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.
• Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.
• Experience in the following applications and protocols a plus: Datto RMM/Autotask, IT Glue, Enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare and Hyper-V.
• Ability to quickly assess situations and escalate issue to higher level technician when necessary.
• Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.
• Provide first level support for network related systems and issues.
• Thoroughly document issues on a regular basis in documentation management system and tickets.
• Ability, experience and will to resolve 10-20 tickets a day.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in computer science.
• 1-2 years working full-time in an IT helpdesk, service desk or IT call center environment required.
• 1 year of server administration experience required. Domain management.
• Previous MSP experience highly preferred
• Conversational and written English fluency is a MUST. IELTS of 8.0 above is required.
• Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).
• Proven experience in a technical support or help desk role.
• Strong knowledge of computer networking concepts, including DNS, VPN, and network troubleshooting.
• Familiarity with Mac OS environments is highly desirable.
• Proficient in using Active Directory for user management tasks.
• Excellent analytical skills to diagnose problems effectively.
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.
• Ability to work independently as well as part of a team in a fast-paced environment.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer, interacting with others through written forms, voice, phone, and video conferences. Able to provide verbal instruction to others.

WHO SHOULD APPLY?

We seek strategic, customer-focused technologists who are hardworking and practically believe in Acorn values of Obsessive Customer Service, Deep Strategic Partnerships and Unparallel Technical Talent. Strong team players with a growth mindset who can effectively collaborate across operations, engineering, and account management departments. Proactive problem-solvers who own outcomes, are detail-oriented, and make sound decisions under high-stress and high-pressure services environment. Adaptable lifelong learners and individuals of integrity, humility, and initiative who prioritize client success and thrive in stressful IT service contexts. Must be comfortable with fast changing tech stacks, eager to mentor and be mentored.

Pay: Rs412,000.00 - Rs598,400.00 per month

Experience:

• Professional IT Helpdesk: 1 year (Required)
• Professional Software Troubleshooting: 1 year (Required)
• Computer Networking Troubleshooting: 1 year (Preferred)
• Computer Hardware Troubleshooting: 1 year (Required)
• Remote IT Support: 1 year (Required)

Work Location: In person