System Support Engineer

Job Summary
The System Support Engineer (SSE) is the frontline IT responder responsible for resolving end-user issues, handling support tickets, and ensuring smooth daily IT operations. This role provides L1 technical support and escalates complex issues to L2/L3 teams under the guidance of the Assistant Manager IT Operations. The SSE ensures timely ticket closure within SLA, maintains user systems, and adheres to IT policies and procedures.

Job Location:
Onsite presence in Lahore is required, with occasional remote support as needed. Night shift (7:00 p.m. – 4:00 a.m.)
Key Responsibilities
System Support – L1 Responsibilities

• Provide exceptional L1 technical support to internal users for hardware, software, network, and application issues.
• Troubleshoot end-user problems following A+ and ITSM best practices.
• Install, configure, and maintain laptops, desktops, and peripherals.
• Perform routine maintenance and basic health checks on user PCs.
• Support and troubleshoot remote desktop tools used by staff.

User & System Administration

• Assist with password resets, permission updates, and user access requests according to IT policies.

Ticketing, SLA & Reporting

• Log, track and resolve tickets in the IT Helpdesk system within defined SLA timelines.
• Escalate unresolved or complex issues to L2/L3 teams with proper documentation.
• Ensure accurate ticket notes, troubleshooting steps and resolution details.

Communication & Coordination

• Communicate effectively with users, explaining issues and solutions in simple language.
• Maintain professional behavior when dealing with urgent or critical issues.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• 1+ year of experience in IT support, helpdesk, or technical troubleshooting.
• Strong understanding of IT infrastructure basics (OS, networks, hardware).
• Experience using IT Helpdesk systems and understanding of SLAs.
• Working knowledge of remote support tools, Windows OS, and MS Office troubleshooting.
• Ability to diagnose hardware/software problems efficiently.
• Strong communication, customer service, and problem-solving abilities.
• Ability to work under pressure and during critical incident situations.
• Good documentation and reporting skills.

Preferred Qualifications

• A+ certification (or equivalent practical experience).
• Familiarity with AD, basic networking, VPN, and service desk environments.

Job Type: Full-time

Work Location: In person