{"id":1296664,"url":"https://alion.io/job/xtium-support-specialist-esd","title":"Support Specialist, ESD","company":{"id":2771594,"name":"XTIUM","domain":"xtium.com","url":"https://alion.io/company/xtium","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Islamabad, Pakistan"],"countries":["PK"],"hiring_countries":["PK"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":38000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":708},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-28T05:05:15Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.\nJob Description:\nWhat You Will Do\nProvide customer end user technical support via phone, email, chat, and self-service portals\nDiagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications\nAssist end users with password resets, account unlocks, and access requests\nProvide remote assistance when applicable\nTroubleshoot network connectivity issues (e.g., internet access, VPN connections)\nDocument and track incidents and requests utilizing the ServiceNow ITSM ticketing system\nEscalate complex issues to higher-level support teams when necessary\nAdhere to service level agreements (SLAs) and meet performance targets\nUtilize the internal knowledge base to resolve common issues and improve efficiency\nDrive customer satisfaction through proactive communication and first call resolution\nProvide exceptional customer service by demonstrating empathy, patience, and a positive attitude\nCommunicate technical information clearly and concisely, ensuring clients understand the resolution or next steps\nWhat Qualifies You\n2+ years of service desk experience in an MSP environment\nExcellent verbal and written communication skills\nStrong interpersonal skills\nExcellent problem-solving and analytical skills\nCustomer-centric approach with a focus on service excellence\nAbility to work effectively under pressure and manage multiple priorities\nContinuous improvement mindset \nIncident and request management experience \nMust be a team player and collaborative.\nExperience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement. \nFamiliarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred\nTechnical Certifications: CompTIA, A+, MSCE are a plus\nExperience using ServiceNow ticketing system is preferred\nExperience using remote assistance tools \nExcellent time management skills\nA bachelor’s degree or equivalent in Computer Science, Information Systems, or related field \nStrong technical background\nBe willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment\nXTIUM is an equal opportunity employer.\nRemote","description_format":"text","description_chars":2710,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Pakistan","iso":"PK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Technology"],"lifecycle":[{"event":"open","at":"2026-09-26T09:32:10Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.858,"p_room":1,"age_days":7,"expected_fill_days":23,"reasons":["conf:0","velocity","win:early","comp:junior"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/xtium-support-specialist-esd","json_url":"https://alion.io/job/xtium-support-specialist-esd.json","meta":{"generated_at":"2026-09-28T06:45:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4854,"day_limit":5000,"remaining_today":146,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}