IT Support Engineer

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Act as the primary contact for IT and security-related inquiries within Andromeda, delivering prompt and compassionate support to all users.

• Identify and resolve hardware, software, connectivity, and account-related issues with a customer-centric mindset.

• Refer complex or security-sensitive matters to Tier 2 teams (including ESPO) with comprehensive and clear documentation.

• Promote and reinforce security best practices during every customer engagement.

• Oversee IT alerts, signals, and dashboards to detect and rectify potential issues before they affect end users.

• Quickly respond to triggered alerts, evaluate severity, and implement suitable response actions.

• Stay informed about the health of the Andromeda IT environment and foster a culture of proactive operations.

• Create, categorize, prioritize, and triage incoming support tickets following established SLAs and team protocols.

• Ensure accurate and current ticket documentation throughout the lifecycle of each request.

• Actively engage customers through outreach initiatives, check-ins, and follow-ups to guarantee ongoing satisfaction and resolution of issues.

⛳️ Requirements

• 1–3 years of experience in an IT support, helpdesk, or service desk position.

• Strong foundation in Tier 1 troubleshooting for Windows endpoints, Microsoft 365, and common business applications.

• Familiarity with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).

• Excellent communication skills — both written and verbal — with a true enthusiasm for assisting others.

• Capability to manage competing priorities in a dynamic environment while maintaining professionalism and composure.

• Proficient in written and spoken English — the ability to communicate clearly and professionally in all customer interactions is crucial and regarded as a key competency for this role.

• Outstanding documentation abilities — capable of creating detailed, accurate, and well-organized records of issues, solutions, and processes.

• Exceptional customer service orientation with a proven track record of delivering a friendly, professional experience to all users.

• Strong aptitude for investigating, troubleshooting, and independently resolving technical issues in a methodical manner.

• Ability to convey complex technical information in simple, user-friendly language, adjusting tone and detail for both technical and non-technical audiences.

• Highly self-motivated and self-directed, with a sharp attention to detail and the capacity to manage workload without close supervision.

🏝️ Benefits

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment