US IT Support / Helpdesk Support Agent (Night Shift)

We are looking for a dedicated IT Support / Helpdesk Support Agent to provide remote technical support to US-based users while working onsite from our Karachi office during the night shift. The ideal candidate will be confident in English communication, technically sound, and capable of resolving issues independently in a fast-paced environment.

Key Responsibilities

• Provide first-level and second-level technical support through remote channels (calls, emails, and ticketing systems).
• Resolve hardware, software, networking, and system-related issues efficiently.
• Troubleshoot networking issues, including IP addressing, DNS, and connectivity.
• Configure, maintain, and support VPN connections.
• Remotely access user systems to diagnose and fix technical problems.
• Ensure timely resolution and proper documentation of all support cases.
• Escalate unresolved issues when required while maintaining ownership.
• Deliver professional, clear, and confident communication to US-based clients.

Required Skills & Qualifications

• Proven experience as an IT Support / Helpdesk Support Agent.
• Strong knowledge of networking concepts, including IP addressing and basic troubleshooting.
• Hands-on VPN support experience.
• Fluent in spoken and written English communication skills.
• Ability to independently resolve issues remotely.
• Comfortable working night shift aligned with US time zones.
• Strong problem-solving mindset with a customer-focused attitude.

Preferred Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related field.
• Relevant IT certifications (CompTIA, Microsoft, Cisco) are a plus.

Job Location & Shift

• Location: Onsite – Karachi
• Shift: Night Shift (US Time Zone Support)