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Technical Support Officer - OSS at Inbox Business Technologies
Islamabad, Islamabad Capital Territory, Pakistan -
Full Time

Start Date

Immediate

Expiry Date

16 Feb, 26

Salary

0.0

Posted On

18 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Technical Assistance, Incident Management, OSS Tools, Documentation, Preventative Maintenance, ITIL Processes, Ticketing Tools, Remote Troubleshooting, Organizational Skills, Communication Skills, Coordination Skills, Telecom Systems, Hardware Support, Service Requests, System Monitoring, Issue Resolution

Industry

IT Services and IT Consulting

Description
Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Support Officer to join their team. The Technical Support Officer will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues. Responsibilities Serve as the first point of contact for all IT-related incidents and service requests within the OSS environment. Monitor and manage tickets through the incident management system (e.g., ServiceNow, Remedy, etc.). Perform real-time monitoring of OSS tools and applications to identify and address system issues proactively. Escalate unresolved issues to Level-2/Level-3 teams as per defined SLA and escalation matrix. Maintain accurate and up-to-date documentation of incidents, troubleshooting steps, and resolutions. Coordinate with NOC, Field Operations, Network, and Application Support teams for issue resolution. Conduct routine preventative maintenance to ensure optimal performance and longevity of hardware. Bachelor's degree in BCS, BS IT, BSC 1-2 years of experience in an IT service desk or hardware support role Strong understanding of ITIL processes (Incident, Problem, and Change Management). Hands-on experience with ticketing tools and remote troubleshooting. Familiarity with OSS/BSS systems used in telecom environments. Strong organizational and coordination skills. Excellent verbal and written communication.
Responsibilities
The Technical Support Officer will serve as the first point of contact for IT-related incidents and service requests, monitoring and managing tickets through the incident management system. They will also perform real-time monitoring of OSS tools and applications to proactively identify and address system issues.