{"id":27807,"url":"https://alion.io/job/inboxbusinesstechnologies-technical-support-officer","title":"Technical Support Officer","company":{"id":7508,"name":"Inbox Business Technologies","domain":"inboxbusinesstechnologies.com","url":"https://alion.io/company/inboxbusinesstechnologies","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Islamabad, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-24T06:24:05Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-23T23:17:42Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":28},"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.\nResponsibilities\nCoordinate and manage daily IT support operations and service requests \nAct as the primary point of contact between users, technical teams, and external vendors \nMonitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs) \nTrack, prioritize, and escalate unresolved issues to the appropriate teams \nSchedule and coordinate on-site and remote support activities \nMaintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics \nGenerate regular service performance reports and provide actionable insights for improvement \nAssist in capacity planning, resource allocation, and workflow optimization \nSupport IT audits, asset management, and documentation of IT processes \nFacilitate clear and timely communication between end-users and technical teams \nContribute to the continuous improvement of IT Service Management (ITSM) processes\nRequirements\n1-3 years of experience in IT support, helpdesk, or service coordination roles \nBachelor’s degree in Computer Science, IT, or a related field\nFamiliarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems \nUnderstanding of incident management, escalation processes, and SLA tracking \nStrong documentation, reporting, and data tracking skills \nBasic understanding of IT infrastructure, systems, and support processes\nStrong organizational and coordination abilities \nExcellent verbal and written communication skills \nAbility to multitask and manage competing priorities under pressure \nAttention to detail and problem-solving mindset \nFamiliarity with ITIL practices and service management frameworks \nStrong collaboration and stakeholder management skills\nEqual Opportunity & Inclusion\nWe are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy.\nAt Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. 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