IT BPO Support Analyst - Application Troubleshooting

Fresher Jobs Hub

Available Locations: Karachi, Sindh

Job Description

We are seeking a technically skilled and analytical IT BPO Support Analyst to join our Application Support team. In this role, you will be responsible for providing Level 1 and Level 2 application troubleshooting and issue resolution to internal users or external clients. This is a customer-facing, process-driven role requiring clear communication, strong technical understanding, and excellent problem-solving abilities.


Ideal for candidates who are passionate about technology, eager to learn, and experienced in supporting enterprise software or web-based applications.



Key Responsibilities:



  • Respond to application-related support tickets via email, chat, or ticketing tools.

  • Troubleshoot and resolve software issues, user access problems, performance lags, and system errors.

  • Identify, replicate, and log defects or bugs; escalate complex issues to development or infrastructure teams.

  • Maintain detailed records of issues, steps taken, and final resolutions in ticketing systems (e.g., Jira, ServiceNow).

  • Collaborate with cross-functional teams to ensure timely issue resolution and user communication.

  • Assist with application updates, testing, patch management, and UAT coordination.

  • Provide users with guidance, documentation, and best practices for application usage.

  • Monitor system alerts and support SLA compliance for issue resolution and customer satisfaction.



Required Skills & Qualifications:



  • Bachelor’s degree in Computer Science, IT, or a related technical field.

  • 1–3 years of experience in technical support, application support, or IT helpdesk.

  • Strong understanding of web-based and enterprise applications.

  • Basic knowledge of SQL queries, logs analysis, and error troubleshooting.

  • Proficiency in Windows/Linux environments and familiarity with networking concepts.

  • Strong verbal and written communication skills.

  • Ability to work in rotational shifts (if required), including on-call support.



Preferred Experience & Tools:



  • Experience with ticketing systems such as ServiceNow, Freshservice, or Jira Service Desk.

  • Exposure to ITIL framework or ITSM best practices.

  • Familiarity with cloud-based applications (AWS, Azure, SaaS tools).

  • Knowledge of scripting (PowerShell, Python, Bash) is a plus.

  • Certifications like ITIL, Microsoft Certified: Azure Fundamentals, or CompTIA A+ are advantageous.



What We Offer:



  • Competitive salary with shift allowances and performance-based bonuses.

  • Health insurance, paid time off, and other employee benefits.

  • Extensive training and learning support in application support tools and IT frameworks.

  • Opportunity to grow into roles such as Application Support Lead, System Analyst, or Technical Consultant.

  • Collaborative work culture and exposure to global client environments.



Why Join Us:



  • Be part of a high-performing BPO tech support team supporting critical business applications.

  • Build core IT support skills that open doors to infrastructure, devops, or cloud careers.

  • Work on real-world troubleshooting cases and contribute to system stability and performance.



How to Apply:


Submit your resume to us or apply via Company Careers Portal. Shortlisted candidates will be contacted for a technical screening and interview.

Apply Now

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