Senior / IT Support Executive

Job Summary
We are looking for a Senior IT Support Executive to join our Karachi office, providing dedicated IT support to international clients, primarily based in the United States. This full-time position demands delivering high-quality IT assistance in English, following US standards and operational procedures. The role requires working on a roster basis, including night shifts, with 8.5-hour shifts and one or two days off each week. Shift timings may vary depending on client requirements, and shift swapping with colleagues is permitted. Candidates must be willing to work on-site and relocate to Karachi if not already residing there.

Key Responsibilities
The Senior IT Support Executive will be responsible for delivering comprehensive IT support across various systems and infrastructure components. This includes managing and troubleshooting MS Windows environments, servers, desktops, WAN/LAN networks, firewalls, switches, routers, and wireless access points. Efficient handling and resolution of support tickets are essential, with clear and timely communication in English maintained throughout the process.

The role involves using communication and ticket management tools such as Microsoft Outlook, Microsoft Teams, Google Meet, and ConnectWise (experience preferred). Candidates should be capable of supporting Cisco and Fortinet firewall configurations and troubleshooting, which is considered an advantage. Maintaining professional communication standards, both spoken and written, is critical to ensure effective technical support discussions. Flexibility to adapt to changing shift schedules and collaborate with team members to guarantee uninterrupted client support is also required.

Required Qualifications
Applicants must have a minimum of 7 to 8 years of experience in IT system support. A strong technical background in MS Windows systems, server management, and network infrastructure—including WAN/LAN, firewalls, switches, routers, and access points—is essential. Experience working in a call center environment and handling support tickets is highly advantageous.

Proficiency in Microsoft Outlook, Microsoft Teams, Google Meet, MS Word, and basic MS Excel skills is required. Candidates must demonstrate fluent English communication skills, both verbal and written, sufficient for technical support interactions. It is mandatory that candidates be based in Karachi or willing to relocate; those with family commitments outside Karachi are discouraged from applying. Professional conduct is expected at all times, and candidates who chew pan or gutka before or after office hours will not be considered.

Preferred Qualifications and Benefits
Experience with ConnectWise is a plus, as is familiarity with Cisco and Fortinet firewall support. Exposure to US client environments and adherence to their standards will be highly valued.

The position offers a competitive salary starting from Rs. 80,000 per month, commensurate with experience and expertise. Salaries are paid timely, typically on or before the 7th of each month. Additional benefits include House Rent Allowance to assist with accommodation costs, coverage of mobile phone bills and internet packages to support communication needs, a traveling allowance for commuting expenses, and a medical allowance for health-related needs.

This role presents an excellent opportunity to work in a dynamic, internationally focused IT support environment with attractive remuneration and benefits. Candidates who meet the outlined criteria and are ready to commit to an office-based role in Karachi are encouraged to apply.