Description:
Elaborated Job Description:
ACS-PK is seeking a Technical Support Engineer to join their dynamic team in Karachi. This full-time position is ideal for professionals with 1–2 years of experience in IT Service Management (ITSM), particularly in incident, problem, change, and service request management. The selected candidate will work closely with internal teams and clients to ensure smooth IT service operations, troubleshoot issues, and enhance ITSM workflows.
Key Responsibilities:
- ITSM Tool Management:
Administer and support ITSM platforms such as CA Service Management, ServiceNow, BMC Remedy, JIRA Service Management, or similar tools.
- Incident & Problem Resolution:
Handle incident, problem, change, and service request management processes as per ITIL best practices to ensure efficient IT service operations.
- Technical Support & Troubleshooting:
Provide technical support for ITSM solutions and ensure timely issue resolution.
- Customization & Configuration:
Configure and customize ITSM workflows, dashboards, and reports to optimize efficiency.
- Collaboration with IT Teams:
Work with IT teams to enhance service delivery, automation, and performance.
- Performance Reporting:
Generate and analyze reports related to ITSM performance, SLA compliance, and incident resolution times.
- System Maintenance & Upgrades:
Assist in ITSM tool upgrades, patching, and routine maintenance to ensure seamless functionality.
- User Training & Documentation:
Provide training and guidance to end-users on ITSM processes and best practices. Document system configurations, troubleshooting steps, and standard operating procedures (SOPs).
Required Skills & Qualifications:
- Education:
Bachelor's degree in Computer Science, Software Engineering, or a related field.
- Experience:
- 1–2 years of experience in IT Service Management and ITSM tools.
- Familiarity with ITIL framework and best practices (ITIL Foundation certification is a plus).
- Hands-on experience with CA Service Management, ServiceNow, BMC Remedy, JIRA Service Management, or similar platforms.
- Technical Skills:
- Basic knowledge of SQL queries, scripting (Python, PowerShell), and API integrations (preferred but not required).
- Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and teamwork abilities.
Preferred Qualifications (Optional):
- Certifications in ITSM, ITIL, or relevant tools.
- Experience with reporting and dashboarding in ITSM tools.
- Exposure to automation tools and workflows in ITSM platforms.
Benefits:
- Competitive salary and benefits package.
- Hands-on experience with cutting-edge ITSM technologies.
- Career growth and professional development opportunities.