Technical Support Agent

Description:

🚀 WE’RE HIRING | TECHNICAL SUPPORT AGENT

SREXUS is expanding its team! We’re looking for a skilled and motivated Technical Support Agent to join our Karachi office and support US-based clients.

📍 Location: Karachi, Pakistan (On-site)
🕕 Shift: Evening — 6:00 PM PKT onwards
💼 Job Type: Full-time
🎯 Experience: 1–3 years

Role Overview:
We are hiring an L1/L2 Technical Support Agent to provide front-line and escalated support to US-based clients across various industries. Working remotely from our Karachi office, you will troubleshoot software, hardware, peripheral, and network issues, handle inbound tickets and calls, and escalate complex cases with proper documentation.

Key Responsibilities :
Serve as first point of contact for client issues via phone, email, and ticketing system - Perform L1 triage: gather details, replicate issues, and resolve known problems - Handle L2 escalations: deeper troubleshooting of software, configuration, and technical issues - Remotely troubleshoot hardware and peripherals: printers, scanners, label printers, and other connected devices - Diagnose and resolve network issues: LAN connectivity, routers, switches, firewalls, and Wi-Fi - Remotely manage and support client systems and devices from our Karachi office using remote access tools - Log all interactions and resolutions accurately in the ticketing system - Escalate unresolved issues to senior teams with complete reproduction steps and context - Follow up with clients until resolution and meet SLA and quality targets

Requirements:
1–3 years of experience in technical/IT support (L1 required; L2 exposure preferred) - Hands-on knowledge of troubleshooting printers, scanners, and other peripherals/hardware - Solid understanding of networking fundamentals: LAN, routers, switches, firewalls, IP configuration - Experience with remote support/remote desktop tools (e.g., AnyDesk, TeamViewer, RDP) - Excellent spoken and written English communication - Strong troubleshooting and analytical skills - Willing to work evening/night hours aligned with EST business hours - Bachelor's degree or diploma in CS/IT or related field preferred

Nice to Have: Experience with RMM tools (e.g., Ninja One, Datto, ConnectWise) is a plus - Basic SQL knowledge - Experience supporting US-based clients - Familiarity with Windows Server, Active Directory, or VPN configurations.

What We Offer: Competitive salary - US client exposure and structured career growth (L1 to L2 to senior roles) - Professional, stable work environment