ICE Consulting - Managed IT for Life Sciences

IT Support

• First point of contact for incoming tickets via email and ticketing system; log and validate service requests with complete, accurate information.
• Categorize, prioritize, and assign tickets to appropriate technical teams; monitor ticket queues and reassign or escalate to ensure SLA compliance.
• Perform quality checks on tickets to ensure documentation accuracy and completeness.
• Track and balance workload across support teams and proactively monitor technician availability; assign tickets based on skill set, workload, and urgency.
• Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
• Follow standard operating procedures (SOPs), contribute to process documentation updates, and participate in daily standups and shift handovers.
• Provide exceptional customer service while maintaining operational efficiency and adherence to SLAs.
• Perform other duties as required by management.

Help Desk Ticket Dispatcher, L1

Systems Engineer

• Located at corporate offices in Lahore; ability to pull detailed data, analyze it, and provide recommendations based on processes, people and systems
• Deploy, modify, monitor, and maintain systems infrastructure on-premises and on-cloud
• Integrate and maintain cloud-based applications and systems
• Support and manage Cloud Solutions & Applications: Office 365, G Suite, Okta SSO & MFA, Workspace One, Backups, AWS
• Support and manage Windows Systems Infrastructure: Active Directory, VMWare, Storage, Veeam
• Manage large and complex projects in an MSP consulting setting, including communication, preparation, monitoring, budgets, scope, schedules, risks, resource planning and KPIs
• Take full ownership of client relationships, evaluate customer needs and provide appropriate solutions

System Administrator

• Establish, diagnose, repair, maintain, and upgrade hardware and computer equipment
• Provide user support for clients including admins and executives
• Manage inventories of software and equipment and issue items to workers
• Set up, monitor, update, and secure client computer networks
• Establish new networks and provide network security
• Educate non‑network employees on proper computer usage and maintenance
• Work alone or in small teams at the corporate offices in New York
• Serve as junior systems administrator backup handling servers, backups, and hosted services

Help Desk Ticket Dispatcher, L1

Systems Engineer

User Support / Junior Systems Administrator