IT Support Officer

About the Role

ACE Money Transfer is looking for a proactive, customer-focused IT Support Officer to give employees first-level technical help and keep day-to-day IT services running reliably.

You will be the first point of contact when colleagues need IT help. You will resolve issues quickly and in a practical way, and work with specialist Network, Systems, Security and IT Inventory teams to solve problems within agreed Service Level Agreements (SLAs).

The role keeps our people productive and our technology secure. It suits a hands-on problem-solver who enjoys helping others and wants to grow in IT service delivery.

Responsibilities

IT Support & Service Delivery

• Provide first-line support for hardware, software, network connectivity, Microsoft 365, Google Workspace, VPN, system access and other IT services.
• Diagnose and resolve incidents and service requests according to their priority and SLA timelines.
• Own your assigned tickets from acknowledgement to resolution, with accurate status updates and closure notes.
• Escalate complex issues to the Network, Systems, Security or IT Inventory teams and follow up until they are resolved.
• Keep disruption to business operations to a minimum through quick, practical troubleshooting.

Helpdesk, Call Handling & Remote Support

• Respond professionally to support requests by phone, email, ticketing system, chat or in person.
• Log each request with a clear description, the right category, and its impact, urgency and priority.
• Give remote help through approved remote desktop tools, calls or chat.
• Keep employees informed of progress, next steps and escalation status.

Hardware, Software & Onsite Support

• Install, configure, troubleshoot and carry out basic maintenance on desktops, laptops, printers and peripherals.
• Help with operating system setup, approved software installation, updates and workstation configuration.
• Troubleshoot basic LAN, Wi-Fi, internet and VPN connectivity issues, and escalate advanced network faults.
• Give desk-side support and help with relocating and replacing IT equipment and setting up new joiners.
• Visit other company floors or sites when onsite support is needed.

User Account & Access Management

• Carry out authorised routine tasks in Active Directory, Microsoft 365 and Google Workspace, such as password resets, account unlocks and approved access changes.
• Support employee onboarding and offboarding, covering system access, workstation setup and equipment.
• Show new employees how to use the company’s IT applications and services.
• Escalate non-routine permission, authentication or account issues to the right team.

IT Security & Policy Compliance

• Follow company IT policies, security requirements and approved support procedures.
• Make sure changes to user access, software and devices go through the required authorisation process.
• Report suspicious activity, potential security incidents and unauthorised access to the IT Security team.
• Encourage safe use of company technology in line with policy.

Documentation & Reporting

• Keep complete records for each ticket, including troubleshooting steps, resolution notes and escalations.
• Document recurring problems and known solutions so the team can share knowledge.
• Prepare regular updates on ticket volumes, response and resolution times, SLA compliance, backlog and recurring issues.
• Spot common support problems and recommend improvements to service delivery.

Requirements

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 1–2 years of experience in IT support, helpdesk or a similar technical support role.
• Working knowledge of Windows, laptop and desktop hardware, printers and common peripherals.
• Basic administration and troubleshooting knowledge of Active Directory, Microsoft 365 (Outlook, Teams, Word, Excel) and Google Workspace.
• Basic knowledge of networking concepts, including LAN, Wi-Fi, VPN, TCP/IP, DNS and DHCP.
• Familiarity with ticketing systems, incident prioritisation, SLA handling and escalation procedures.
• Preferred certifications:
  • Microsoft 365 Fundamentals or a comparable Microsoft certification.
  • Google Workspace administration training or certification.

Soft Skills & Leadership

• Customer service: a patient, professional and helpful approach with every user.
• Problem-solving: practical troubleshooting that gets people working again quickly.
• Communication: explains technical issues and progress clearly to non-technical colleagues.
• Time management: prioritises tickets effectively to meet SLA targets.
• Ownership: follows issues and escalations through until they are resolved.
• Attention to detail: keeps ticket records accurate and complete.
• Security awareness: follows policies and reports risks promptly.

Job Details

• Location: Lahore, Pakistan
• Job Type: Onsite 
• Working Hours / Shift: 01:00 PM to 10:00 PM PKT

About ACE Money Transfer

ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, United Kingdom. We provide fast, secure and affordable online remittance services to customers in 29 countries across the UK, Europe, Canada and Australia, and we enable cross-border money transfers to 100+ countries worldwide.

Every day, our platform helps people support their families, pay for education and build better futures across borders. As part of the wider ACE Group, we combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments.

At ACE you will work with talented, diverse teams across multiple regions and take real ownership of work that matters. You will also help shape the future of global money movement.

Learn more: ACE Money Transfer Company Profile