# Technical Support Officer

> Inbox Business Technologies · Islamabad, Pakistan · Contract · Posted 2026-05-11

**Workplace:** on_site

**Department:** Enterprise Management Services

## Description

Inbox Business Technologies is seeking a proactive and detail-oriented Technical Support Officer to manage daily IT support operations and ensure seamless handling of service requests. This role will act as the central point of coordination between end-users, technical teams, and vendors, ensuring timely resolution of issues and adherence to service standards.

### Responsibilities

-   Coordinate and manage daily IT support operations and service requests
-   Act as the primary point of contact between users, technical teams, and external vendors
-   Monitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs)
-   Track, prioritize, and escalate unresolved issues to the appropriate teams
-   Schedule and coordinate on-site and remote support activities
-   Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
-   Generate regular service performance reports and provide actionable insights for improvement
-   Assist in capacity planning, resource allocation, and workflow optimization
-   Support IT audits, asset management, and documentation of IT processes
-   Facilitate clear and timely communication between end-users and technical teams
-   Contribute to the continuous improvement of IT Service Management (ITSM) processes

## Requirements

-   1–3 years of experience in IT support, helpdesk, or service coordination roles
-   Bachelor’s degree in Computer Science, IT, or a related field
-   Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
-   Understanding of incident management, escalation processes, and SLA tracking
-   Strong documentation, reporting, and data tracking skills
-   Basic understanding of IT infrastructure, systems, and support processes
-   Strong organizational and coordination abilities
-   Excellent verbal and written communication skills
-   Ability to multitask and manage competing priorities under pressure
-   Attention to detail and problem-solving mindset
-   Familiarity with ITIL practices and service management frameworks
-   Strong collaboration and stakeholder management skills

## Apply

[Apply at Inbox Business Technologies](https://apply.workable.com/inbox-business-technologies/j/1CF1F675B4/apply)

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