Our Vision
Enabling our partners with technology solutions that help them achieve their business goals.
Our Mission
Provide secure and efficient technology solutions so that our customers can focus on their business.
Our Values
Accountability
Integrity
Treat others with kindness, respect, and empathy
Strive For Excellence
Approach the business with transparency
Have Fun while doing what we love
Diversity
Company
Acorn Technology Services is a provider of Managed Information Technology Services (“MITS”). We believe that all businesses, regardless of size and industry, are increasingly dependent on information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their success. Acorn Technology Services offers high quality, reasonably priced, dependable IT solutions, thereby allowing its customers to focus on their core competencies.
Job summary
We are looking for a Service Desk Engineer who is passionate about effective solutions and clear communication and coordination with customers around critical and complex issues. Working with Systems Engineering and Cybersecurity departments to ensure critical issues and incidents are resolved on time and according to customers expectations.
General purpose of the position
This position is part of Service Desk department and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. This position is remote and will report to the Director – Service Desk.
Job description
· Provide outstanding service to new and existing customers via telephone and email.
· Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.
· Provide first level support for network related systems and issues.
· Thoroughly document systems and issues on a regular basis.
· Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.
· Assist customers in troubleshooting technical problems, and document and respond to customer issues.
· Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to Systems Engineering team.
· Participation in rotating 24/7 on call schedule after training and acclimation to the position.
· Advanced technical and troubleshooting knowledge of desktops and applications.
· Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.
· Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.
· Proficient with creating, maintaining, and troubleshooting: Windows Server 2012+, and Microsoft Active Directory required.
· Proficient in the support and maintenance of virtualization technologies.
· Experience remotely supporting/troubleshooting Microsoft 365, mobiles devices, computer peripherals, enterprise-level networking and power management equipment, NAS and SAN devices, VPNs, Vo IP systems and phones, and AV systems.
· Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.
· Experience using Remote Monitoring and Management tools and applications.
· Experience in the following applications and protocols a plus: Datto RMM/Autotask, ITGlue, Enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare and Hyper V.
· Ability to quickly assess situations and escalate issue to higher level technician when necessary.
· Ability to work independently and as a team is critical.
· Highly motivated with the ability to stay focused in a fast-paced environment, working independently.
· Professional telephone and written communication skills required. Service-driven personality with strong customer service skills. Excellent critical thinking and analytical problem-solving skills.
· Able to resolve problems, examine opportunities for process improvements, and formulate an implementation approach.
· Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.
· Technical Certifications a plus (MCSA, CCNA, Comp TIA, etc.).
Education and experience
· Bachelor’s degree in computer science.
· 5 year of server administration experience required. Domain management.
· 8-12 years working fulltime in an IT helpdesk, service desk or IT call center environment required.
· Previous MSP experience highly preferred.
· Conversational and written English fluency is a MUST. IELTS of 8.0 above is required.
Other important skills
· Excellent at communication.
· Analytical & organizational skills.
· Detail-oriented thinking.
· Time management.
· Passion for learning and enjoys growing personally and professionally.
· Excellent at solving problems.
· Optimistic and enjoys a challenge.
· Excellent team player & compassionate.
· Not afraid to make mistakes or ask for help.
Job Type: Full-time
Pay: Rs450,000.00 - Rs650,000.00 per month
Location:

• Lahore (Required)

Work Location: Remote
Application Deadline: 20/10/2024
Expected Start Date: 15/12/2024