Tech Support

Organisation: PEN Global (concern of PEN Group)

Job Title: Tech Support

Employment Type: Full-Time

Salary Range: 45000 to 50000 BDT per month

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 technically capable and detail-oriented individual to join our Tech Support team. This role is centred on the operational core of IT support: understanding and reporting bugs, managing tickets through to resolution, setting up platform access for staff and students, and monitoring access across our systems. The successful candidate will work closely with the development team to get bugs resolved quickly, and with the wider IT team to keep platform access accurate and up to date.

Key Responsibilities

Bug Identification, Reporting & Ticketing

• Investigate and understand bugs or issues reported by staff and students across live platforms
• Reproduce issues where possible to confirm the root cause before escalating
• Report bugs clearly to the development team with steps to reproduce, screenshots, and impact
• Create and maintain tickets in the tracking system, keeping status, priority, and notes up to date
• Follow up on ticket progress with developers and update affected users once resolved

Platform Admin Setup

• Set up new user accounts and configure initial access across internal Business Platforms, Moodle LMS, Microsoft Teams, and other operational tools
• Action starter, mover, and leaver requests, assigning or removing access as roles change
• Reset passwords and manage account access for staff on Faculty systems and Moodle, and for students on Office 365 and Moodle

Access Monitoring

• Monitor user access and permissions across all supported platforms
• Identify and flag unused, excessive, or incorrect access for review
• Maintain accurate records of access changes to support handover and audit trails

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

• 2+ years of experience in IT support or a similar technical role
• Bachelor's degree in a relevant field
• Experience understanding, reproducing, and reporting software bugs on live platforms
• Comfortable creating and managing tickets in a bug/issue tracking system (e.g. Jira)
• Hands-on experience with platform admin setup — creating accounts, assigning roles, and configuring access
• Experience monitoring user access and permissions across multiple systems
• 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

• Client Service, Multitasking, Attention to Detail

Other Relevant Skills

• Bug Tracking & Ticketing (Jira), Access Management, 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.