Support Officer

Position Title: Support Officer

Reporting to: Director Software Development& QA

Job Group: 1A/1B Location: Islamabad

Division: Telenor Shared Services Pakistan

Department: DCP IT Unit: IT Expert Services

Why should you join Telenor Shared Services Pakistan

At Telenor Shared Services Pakistan, we give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets.

About Telenor Shared Services Pakistan

Telenor Shared Services Pakistan delivers transactional business services in the areas of Finance & Accounting and IT. Together with Telenor GSS Norway and SSC Norway delivers efficient business support to Telenor employees to make their work easier.

Position Related:

We are looking for a motivated and detail-oriented fresh graduate to join our IT team. This multi-functional role offers hands-on experience in Quality Assurance (QA) for software applications, IT Support for end-users, and administrative coordination within the IT department. You will play an essential role in maintaining system reliability, supporting users, and fostering a collaborative team environment.

Goals

Your typical day at work

• Maintenance of IT Inventory locally.
• Installation, configuration & troubleshooting of Windows and software.
• Following up with end users to ensure the problem is resolved.
• Application Monitoring & Incident Management. ·
• Managing multiple cases at one time. ·
• Testing and evaluating new technologies.
• Update documentation and records using a range of different IT systems to ensure information and data is always maintained and updated to reflect compliance
• Facilitate Team building activities.
• Shortlisting of Candidates for Interviews.
• Manage Meeting Scheduling & Reservations.
• Tasks and plans for the next day.
• Any pending communications to be sent /Sign off.

Eligibility Criteria

• IT Support
• Provide help desk support and resolve technical issues for employees by phone, in person, or via remote access.
• Inventory Management (Manage IT Equipment in Store + Hardware/Software Maintenance)
• Windows Installation, Configuration & Monitoring of Computer Systems & Network.
• Setting up / Provisioning Accounts for new users & providing access for Softwares.
• System maintenance (Perform system updates, security checks)
• Create and maintain documentation of IT processes, procedures, and troubleshooting steps.
• Guiding new joiners through system processes.
• Updating user guides or creating technical documentation for troubleshooting steps.
• Evaluating system potential through assessing compatibility of software with new laptops. Quality Assurance (IT Applications)
• Assist in executing test cases for webs and internal systems.
• Identify, document, and track bugs using tools such as Jira.
• Perform manual testing (and support automation efforts if applicable).
• Support test plan and test case documentation.
• Collaborate with developers and business teams to verify feature functionality. Administration
• Facilitate in shortlisting and arranging of candidates for recruitment.
• Manage Meeting Scheduling & Reservations.
• Help manage IT documentation, including setup guides, SOPs, and access logs.
• Coordinate meetings, vendor visits, and IT-related procurement.
• Onboard new employees by introducing them to company IT policies, tools, and processes.
• Provide basic domain knowledge and walkthroughs of internal applications to help new joiners ramp up quickly.
• Arrange IT team events and internal social gatherings to celebrate milestones or achievements.
• Support internal communication, calendar scheduling, team coordination and expense/medical claims.

Education: Bachelors in IT/Computer Science ·

• Hands-on Experience in IT Inventory Maintenance & Support (Hardware & Software Installations) ·
• Have handled customer support in a technical capacity.
• Hands-on experience in Application monitoring and Incident Management. · Strong administrative experience.
• Must be flexible to take on additional tasks to assist company.
• Excellent interpersonal communication and documentation skills with attention to detail.
• Solid problem-solving with self-driven approach and multitasking.
• Great attention to detail and accuracy, with a commitment to continuous improvement and service excellence.
• Functional Skills / Knowledge Areas
• IT Inventory Maintenance & Support (Hardware & Software Installations) · Application monitoring and Incident Management
• DevOps & Agile (SAFe 5) Administration · Strong analytical skills and solution driven approach