IT Support / Helpdesk Agent (US Night Shift)

About the role

We are seeking a dedicated IT Support / Helpdesk Agent to provide remote technical assistance to US‑based users. The position is based onsite in Karachi and operates during the US night shift, requiring strong English communication and the ability to work independently in a fast‑paced environment.

Key responsibilities

• Deliver first‑level and second‑level support via calls, email, and ticketing systems.
• Diagnose and resolve hardware, software, networking, and system issues.
• Troubleshoot IP addressing, DNS, and connectivity problems.
• Configure, maintain, and support VPN connections.
• Remotely access user devices to diagnose and fix problems.
• Document all support cases and ensure timely resolution.
• Escalate unresolved issues while maintaining ownership.

Required profile

• Proven experience as an IT Support or Helpdesk Agent.
• Fluent spoken and written English.
• Comfortable working night shift aligned with US time zones.
• Customer‑focused attitude with strong problem‑solving mindset.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Networking concepts (IP addressing, DNS, connectivity)
• VPN support and configuration
• Remote system access tools
• Ticketing system usage