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The Call Center Representative is responsible for providing exceptional customer service to taxpayers by handling inbound calls, responding to emails, and assisting with issues related to filing Income Tax, Sales Tax, and FED returns. This role is crucial for maintaining effective communication between taxpayers and the Federal Board of Revenue (FBR).

Key Responsibilities:

1. Handle Inbound Calls: Receive and manage inbound calls from taxpayers, addressing their queries and concerns efficiently.
2. Tax Filing Assistance: Guide taxpayers on the procedures for filing Income Tax, Sales Tax, and Federal Excise Duty (FED) returns.
3. Portal Support: Assist taxpayers with issues related to IRIS and eFBR portals, including account access, form submission, and technical troubleshooting.
4. Complaint Logging: Record taxpayer complaints over the phone, ensuring accurate details are captured for resolution.
5. General Guidance: Provide accurate and up-to-date information to taxpayers regarding various Standard Operating Procedures (SOPs) and guidelines issued by FBR.
6. Email Management: Respond promptly to emails sent to the FBR Helpline, providing clear and precise solutions to taxpayer queries.
7. Documentation: Maintain detailed records of interactions with taxpayers, ensuring all information is logged in the system accurately.
8. Compliance: Adhere to FBR’s communication protocols, data protection policies, and ethical guidelines.
9. Team Collaboration: Coordinate with team members and supervisors to resolve complex taxpayer issues.
10. Other Duties: Perform any other tasks assigned by the management.

Qualifications and Skills:

• Education: Minimum Bachelor’s Degree.
• Experience: Prior experience in a call center or customer support role is an asset.
• Communication Skills: Excellent verbal and written communication skills in Urdu and English.
• Technical Proficiency: Familiarity with IRIS, eFBR portals, and basic computer applications (MS Office).
• Customer Service Skills: Strong problem-solving abilities and a customer-focused approach.

Skills:

Call Handling, Customer Satisfaction Management, Communication Skills,
 

We are seeking a highly skilled and experienced System Administrator to join our IT team. The System Administrator will be responsible for managing and maintaining the organization’s IT infrastructure, ensuring optimal performance, security, and availability of systems and networks.

1. Design, install, configure, and maintain Windows and Linux servers in production environments
2. Perform system administration tasks including patching, hardening, and performance tuning
3. Administer virtualization platforms such as VMware ESXi, VMware Server, and Microsoft Hyper-V
4. Manage SAN (Storage Area Network) and NAS (Network Attached Storage) systems, to ensure high availability, performance, and reliability of data storage environments.
5. Provision storage volumes, configure LUNs, and manage zoning and masking to ensure optimal data access and security.
6. Coordinate data migrations, storage expansion, and upgrades, ensuring minimal impact to business operations. Implement and maintain backup, replication, and disaster recovery solutions in accordance with business continuity plans.
7. Ensure integration of storage systems with virtualization platforms (e.g., VMware, Hyper-V) and enterprise applications (e.g., databases, ERP).
8. Monitor storage capacity, usage trends, and performance metrics, and proactively address issues to avoid service interruptions. Perform regular system health checks, diagnostics, and maintenance, including firmware and software updates, patching, and performance tuning.
9. Work with vendors and support teams for hardware replacement, troubleshooting, and capacity planning.
10. Provide technical guidance and training to junior team members and participate in IT audits or assessments when required.
11. Configure and support Microsoft infrastructure services such as Active Directory, DHCP, DNS, WSUS, and IIS
12. Provide local site IT administration including servers, security, and storage systems
13. Implement system monitoring, configuration management, and automated reporting to reduce manual intervention
14. Develop and maintain infrastructure disaster recovery (DR) procedures and ensure regular testing
15. Document technical configurations, standard operating procedures, and maintain inventory records
16. Collaborate with development teams to implement scalable infrastructure solutions and performance improvements
17. Assist in the evaluation and recommendation of infrastructure tools, hardware, and software
18. Provide technical support, problem resolution, and participate in after-hours maintenance and special IT projects

Qualifications and Skills:

• Bachelor’s degree in computer science, Information Technology, or a related field, with a minimum of 2 years of experience working with specified products.
• Proven experience in server administration, virtualization, and storage systems.
• Proven experience in virtualization platforms such as VMware vCenter, ESXi or Microsoft Hyper-V.
• Proficiency in Windows Server, Active Directory, and Group Policy management.
• Excellent problem-solving and troubleshooting skills.
• Strong documentation and reporting capabilities.
• Ability to work collaboratively in a team-oriented environment.

Skills:

Windows System Administration, System Acquisition, Microsoft Systems Engineering, Systems Management,

The Network Administrator is responsible for managing, maintaining, and supporting the organization's network infrastructure. This includes configuring, monitoring, and troubleshooting network devices, ensuring network security, and optimizing network performance to ensure seamless connectivity across the organization.

1. Manage, configure, and maintain enterprise firewalls /NGF (e.g., Palo Alto, Fortinet, Cisco ASA/Firepower, Huawei.
2. Configure and manage Web Application Firewalls (WAF) to inspect Layer 7 HTTP/HTTPS traffic, detecting and blocking threats.
3. Proactively monitor and block threats such as SQL injection, Cross-Site Scripting (XSS), Cross-Site Request Forgery (CSRF), and other OWASP Top 10 vulnerabilities.
4. Customize and optimize WAF rules to detect and block malicious traffic patterns and ensure the protection of web applications from exploits, bot attacks, and DDoS attempts.
5. Investigate and resolve WAF alerts and incidents related to web application vulnerabilities and potential threats, collaborating with security and development teams for remediation.
6. Regularly review and fine-tune WAF configurations to reduce false positives/negatives and ensure minimal impact on application performance.
7. Maintain detailed logs, reports, and documentation of WAF configurations, incidents, and response actions. Generate reports for security audits and compliance reviews.
8. Work with application development teams to integrate WAF security measures into the software development lifecycle, ensuring secure coding practices and vulnerability remediation.
9. Implement monitoring tools to continuously assess WAF performance, traffic patterns, and potential threats in real-time, ensuring up-to-date protection.
10. Proficiency in configuring security zones, policies, NAT, and VPN, IPSEC tunnels.
11. Design, implement, and troubleshoot Layer 3 network routing protocols, especially BGP, OSPF, and Static Routing.
12. In-depth knowledge of Routing protocols OSPF, BGP, EIGRP, including area design, neighbor relationships, and LSAs.
13. Solid understanding of networking concepts: TCP/IP, subnets, VLANs, routing protocols, and VPNs (IPSec/SSL).
14. Implement L2/L3 segmentation using VXLAN to extend VLANs across distributed environments securely and efficiently.
15. Implement VLANs, QoS, and advanced switching techniques for efficient traffic flow.
16. Configure IP addresses, Subnet masks, Summarization and Gateway addresses on routers and hosts.
17. Analyze routing behavior, perform route redistribution, and optimize routing policies.
18. Monitor network performance and ensure system availability and reliability.
19. Solid understanding of static and default routing in production environments.
20. Manage inter-VLAN routing, static and dynamic routes, and ensure proper redistribution between routing protocols and static routes.
21. Designed, configured, and managed VLANs to segment Layer 2 networks, improve performance, and enforce security policies by implementing trunking.
22. Experience with IDS/IPS, SIEM systems, and log analysis.
23. Familiarity with troubleshooting tools (Wireshark, traceroute, NetFlow, etc.).
24. 2–3 years of hands-on experience in firewall management and network security.

Preferred Certifications: CCNA, CCNP, Fortinet NSE4 or higher equivalent certifications demonstrating expertise in network infrastructure and security management.

Skills:

Computer Network Operations, Application Networking, Wireless Networking, Networking Protocol,