About Insta Telecom

Insta Telecom is one of the largest internet service providers (ISPs) in Afghanistan. Its corporate headquarters is in Kabul, and it has fully functional regional offices in major cities, including Kandahar, Herat, Mazar-e-Sharif, Jalalabad, Ghazni, Helmand, and Kunduz. The company is 100% Afghan-owned, and its nationwide network and operations are managed by a team of over 100 experienced, trained, and qualified professionals, including Afghans and international experts. Insta Telecom takes pride in being an Afghan company that delivers modern telecommunication services through its expansive infrastructure across the country. Focusing on providing reliable connectivity solutions, the company caters to the evolving needs of residential and business customers in Afghanistan's rapidly growing telecommunications market.

Job Summary
We are seeking a skilled and customer-focused Service Desk Support Engineer to join our dynamic team. The successful candidate will provide technical assistance and support to our customers in a fast-paced environment. A background in computer science and exceptional customer service skills are essential for this role.

Duties & Responsibilities

• Serve as the first point of contact for technical support issues raised by customers via phone, email, social media, or ticketing system.
• Provide timely resolution or escalation of technical issues related to hardware, software, network, and other IT systems.
• Assist users in troubleshooting and problem-solving to identify the root causes of technical issues.
• Document support activities, including issue resolution steps, in our knowledge base for future reference.
• Collaborate with other IT teams to ensure seamless delivery of IT services and support.
• Stay updated on emerging technologies and best practices in IT support to enhance service delivery.
• Participate in IT projects and initiatives as assigned by the IT management team.

Job Requirements

• Bachelor’s degree in Computer Science or a related field.
• Proven experience in a customer service or technical support role.
• Strong understanding of IT service desk operations, including incident management, problem management, and change management processes.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users effectively.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Relevant certifications (e.g., CompTIA A+ or Cisco) are a plus.

Submission Guidelines
Please send your resume/CV to jobs@instatelecom.com with the subject line: TE11162024. In your email body or cover letter, please describe what makes you uniquely qualified for this job opportunity.