Junior Tech Support

Organisation: PEN Global (concern of PEN Group)

Job Title: Junior Tech Support

Salary: BDT 40,000 per month

Employment Type: Full-Time

Working Schedule: Monday to Friday, 1:30 PM–10:00 PM Bangladesh Standard Time (flexible days and hours may be required)

Job Location: On-Site, Agrabad, Chattogram

Role Overview

We are looking for a Junior Tech Support team member to join us at entry level. This role is focused on resolving day-to-day support tickets — troubleshooting common issues, setting up basic platform access, and keeping students and staff unblocked. No prior professional experience is required; full training will be provided.

This is a hands-on, first-line support role. More complex or unresolved issues are escalated to senior IT support, so day-to-day contact with the development team is minimal.

Key Responsibilities

Ticket Resolution:

• Pick up and resolve incoming tickets from staff and students via the IT support inbox and Microsoft Teams
• Troubleshoot common issues (login problems, access requests, application errors) and resolve at first point of contact
• Keep tickets updated with clear notes and timely status changes
• Escalate complex or unresolved issues to senior IT support, only involving developers when specifically directed.

Platform Admin Setup:

• Set up new user accounts and configure standard access across Moodle LMS, Microsoft Teams, and other operational tools, following established processes
• Reset passwords and manage account access for staff on Faculty systems and Moodle, and for students on Office 365 and Moodle
• Support senior team members with starter, mover, and leaver access requests

Basic Access Support:

• Help monitor user access across supported platforms under guidance from senior IT staff
• Flag anything unusual for review rather than making independent access decisions

IT Support & Remote Assistance:

• Respond to queries from academic coordinators, managers, student support staff, lecturers, and the IT inbox via email and Microsoft Teams
• Provide remote assistance to students and staff for IT-related issues through virtual meetings, email, and screen-sharing tools
• Collaborate with the wider IT support team to resolve queries submitted through the IT support inbox

What We're Looking For

• 0–1 year of experience in IT support or a related field — fresh graduates are welcome to apply
• Basic understanding of common IT issues (login problems, access requests, application errors) and how to troubleshoot them
• Comfortable resolving support tickets end-to-end, escalating only when needed
• Willingness to learn platform administration tasks such as account setup and access management
• Strong written and verbal communication skills in English
• Customer-focused problem-solving approach with the ability to handle multiple support requests efficiently
• Organised, proactive, and confident working independently
• Flexible and adaptable to varying days and hours based on operational needs
• Familiarity with AI tools and ability to leverage them effectively in day-to-day work
• Must be 25 years of age or older

Skills & Expertise

• Multitasking, Willingness to Learn, Client Service

Other Relevant Skills

• Prior knowledge of Ticket Resolution, Customer Support, Remote Work, Tech Support

Job Highlights

We foster a safe, respectful, and equal workplace where every voice matters. We back hard work, encourage growth, and support a healthy work-life balance for all our team members.