Help Desk Technician II

Position Overview:The Help Desk Technician II plays a crucial role in providing technical support to end-users across various client environments. This position emphasizes the swift resolution of technical issues while delivering an exceptional customer experience and adhering to established service standards. The technician will manage a blend of Level 1 an…

Job OverviewAs a Front Desk Officer at Translation Empire, you will be the first point of contact for our clients and visitors. Your role is crucial in creating a welcoming environment and ensuring smooth office operations. Answer and manage incoming phone calls and reception inquiries. Welcome and direct visitors to the appropriate personnel effectively. Provide accurate information regarding our services to colleagues and external stakeholders. Organize and digitize company documents through scanning and archiving. Maintain accurate attendance and leave records for employees. Manage both computer and manual filing systems, including employee forms and test papers. Address employee inquiries in a friendly and positive manner. Support overall office administration functions. Coordinate office tasks and manage general administrative duties. Ensure the reception area remains tidy and organized at all times. Maintain visitor logs and issue visitor badges according to security protocols. Schedule appointments, meetings, and manage conference room bookings. Handle incoming and outgoing mail, packages, and deliveries efficiently. Assist with administrative tasks such as data entry and inventory management of office supplies. Collaborate with other departments to facilitate seamless office operations.

Key Responsibilities: Conduct testing and fault isolation for layers 1 and 2 of the OSI model through internal troubleshooting, carrier testing, and collaboration with customer vendors or NOC technical support. This may involve inspecting router logs, performing loop tests, head-to-head tests, HDSL checks, and reviewing PM stats.Engage directly with both CLECs and ILECs to troubleshoot customer issues related to T1, broadband, and voice services.Familiarity with SD-WAN, Meraki, Fortinet, and 8x8 is advantageous.Handle inbound and outbound technical calls from customers, agents, and transport partners. Document issues by creating internal and carrier trouble tickets, taking necessary corrective actions, or contacting the relevant parties for resolution.Communicate with customers via email, chat, and phone to resolve issues, demonstrating self-motivation and the ability to determine appropriate actions.Manage, prioritize, and multitask to resolve trouble tickets promptly and accurately to meet established Service Level Agreements (SLAs).Deliver a professional and courteous customer service experience, setting expectations in line with established processes.Simultaneously manage multiple issues in a high-pressure environment where change is the norm.Follow up with clients on escalated technical issues and provide system status updates until resolution is achieved, leveraging interpersonal skills to cultivate strong relationships.Efficiently log and document all interactions and issues.Identify the root cause of problems (hardware, software, user-related, etc.) and advise on appropriate next steps for resolution.Provide technical support, including training and educating end users.Escalate issues to the Senior/Lead Technician as needed for resolution.Collaborate with leads, managers, and tier 2 techs to ensure swift resolution of customer issues.Work with other departments to address complex service challenges.

Please note that this is a proactive talent pipeline. We are continuously seeking exceptional candidates for future job openings.Grade Level: L1/L2Location: IslamabadRole Overview: What is the Specialist/Expert OSS Operations & Support?The Specialist/Expert in OSS Operations & Support will play a pivotal role in overseeing the Operations, Support, and Planning of various Platforms deployed on OSS, EMS, and associated layers, alongside the Service Desk platforms utilized throughout the organization.This position also entails managing CAPEX and OPEX planning and executing departmental budgets.The incumbent will report directly to the Manager of OSS & Network Performance, collaborating with a dedicated team of 12 professionals.Key Responsibilities: Manage daily operations of OSS, EMS, Service Desk, and other related platforms. Formulate strategies to ensure seamless operations and transformation of Service Desk Platforms across the organization. Provide techno-functional support to guarantee the efficient functioning of Service Desk Platforms. Develop proposals and strategies aimed at enhancing cost efficiencies. Conduct tactical planning and execution to mitigate risks and sustain NOC Platforms. Maintain close communication with Supplier/Partner Teams to ensure optimal operations of NOC Platforms. Collaborate with Sourcing/Procurement teams for timely delivery, enabling the NOC to achieve strategic and transformational goals. Continuously explore emerging technologies/platforms for potential adoption, facilitating cutting-edge deployments and modernization for NOC. Role Overview: What is the Specialist/Expert Service Desk Solutions?This position is responsible for the in-house development of applications and utilities that support the rapidly evolving business needs of the organization. Furthermore, this role supports several automation initiatives to enhance operational efficiency.The Specialist/Expert will report directly to the Manager of SQM & Automation Support.Key Responsibilities: Develop and customize software solutions tailored to business requirements, particularly in relation to ITSM and IT Asset Management Platforms. Create and implement source code for new applications. Test and debug code to ensure functionality. Evaluate existing applications, performing updates and modifications as necessary. Develop technical documentation to accurately represent the design and code of new applications. Design innovative prototypes in accordance with specifications. Assess existing applications for reprogramming, updates, and feature enhancements. Engage in a variety of Automation and ETL jobs to improve process efficiency. Prepare technical documents and handbooks to clearly articulate application design and code.

Position Overview:As a Level II Network Engineer, you will play a pivotal role in ensuring the technical success of our clients through expert support and innovative solutions. This position comes with increased responsibilities, including diagnosing intricate issues, implementing effective solutions, and working closely with both clients and internal teams.Core Responsibilities: Deliver expert technical assistance to clients, effectively resolving complex hardware, software, and network challenges. Diagnose and address escalated incidents and service requests swiftly and efficiently. Be available to provide on-site support at client locations when necessary. Oversee and manage client IT infrastructure to guarantee optimal functionality and reliability. Execute and supervise routine maintenance tasks, updates, and system enhancements. Lead initiatives to resolve complicated IT occurrences, documenting root causes, and instituting preventive measures. Mentor Level I engineers in troubleshooting and resolution techniques. Assist in the planning and execution of IT projects, including system upgrades, migrations, and implementations. Maintain detailed documentation of client environments, configurations, and support processes. Contribute actively to the creation of the knowledge base and training resources. Engage directly with clients to ascertain their technical needs and provide proactive solutions. Communicate clearly with clients, offering status updates, technical insights, and recommendations. Perform additional responsibilities as assigned by management to enhance the overall success of the organization.

As a Level II System and Network Engineer at prime-system, you will play a vital role in managing and maintaining our IT infrastructure across diverse client environments. This position requires your technical expertise in system and network administration to guarantee the smooth operation and security of both on-premises and cloud-based systems. You will oversee a wide array of systems, including networking equipment, servers, firewalls, virtualization technologies, and cloud services, providing essential support to ensure business continuity and superior performance.The ideal candidate will have substantial hands-on experience with Microsoft 365, Active Directory, Azure, and various firewall technologies, paired with a robust understanding of virtualization platforms such as VMWare. Expertise in remote access tools, monitoring platforms, and ticketing systems is also necessary. A proactive problem-solving approach and the ability to thrive in a fast-paced, multi-client environment are critical to success in this role.

Who We Are:Motive empowers those managing physical operations by providing innovative tools that enhance safety, productivity, and profitability. For the first time, safety, operations, and finance teams can oversee their drivers, vehicles, equipment, and fleet-related expenditures through a unified system. Coupled with industry-leading AI, the Motive platform offers comprehensive visibility and control, significantly minimizing manual workloads through automation and simplification of tasks.With nearly 100,000 customers ranging from Fortune 500 companies to small businesses, Motive serves a diverse array of sectors, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and public services.Visit gomotive.com to learn more.About the Role: Step into the role of Business Strategy & Operations Analyst II at Motive, where you'll be pivotal in driving innovation, efficiency, and scalability within our Sales Operations team. As a strategic partner to Sales and GTM leaders, you'll leverage data, optimize processes, and foster cross-functional collaboration to enhance performance across the revenue organization.This high-impact position is ideal for individuals who thrive in dynamic environments, enjoy tackling complex challenges with data, and are passionate about supporting a rapidly growing B2B SaaS enterprise.What You’ll Do: Deliver Data-Driven Insights: Analyze sales performance, funnel metrics, and operational KPIs to support informed decision-making.Own Dashboards & Reporting: Develop and maintain scalable dashboards using tools such as Google Sheets, Tableau, or Salesforce to provide actionable insights.Support Strategic Projects: Assist in territory planning, pipeline management, and other key initiatives.