1st Line Support Analyst

Who we are

The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The role

This role opened up after a team member moved internally. Our End User Services team closes around 600 tickets a month and needs one more person on the desk. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Our headquarters is in Dubai, and about a third of the team works remotely from other countries. Employment is through our payroll partner in Nepal. Salary is paid monthly in Nepalese rupees. Working hours follow Gulf time, Monday to Friday. We send you a laptop and the accessories you need on day one.

Day to day

• Escalate network, server and application problems to the right team with clear notes
• Connect remote users to VPN and troubleshoot access issues
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Install and update approved software and remove anything unlicensed
• Write and update knowledge base articles for common problems

What we're looking for

• 1-2 years of help desk or desktop support experience
• Experience with Active Directory user and group management
• Customer service skills and patience with non-technical users

Preferred

• Experience supporting healthcare, legal or manufacturing environments
• Meraki or Ubiquiti networking gear
• ITIL 4 Foundation

Pay and benefits

• Co-working space stipend
• Equity
• Public holidays observed per your country
• Home office setup budget
• Company laptop
• Annual salary review

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Parcelcast Labs LLC.