1st Line Support Analyst

We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Retail stores, field technicians and customer care all report into regional operations teams. Techs take their trucks home and drive straight to the first job of the day.

Our IT Operations team closes around 600 tickets a month and needs one more person on the desk. The 1st Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities:

• Track hardware inventory and warranty status in the asset system.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Connect remote users to VPN and troubleshoot access issues.
• Write and update knowledge base articles for common problems.
• Escalate network, server and application problems to the right team with clear notes.

Required qualifications:

• 0-2 years of help desk or desktop support experience.
• High school diploma or GED required. Associate degree in IT preferred.
• Familiarity with Microsoft 365 admin tasks.
• Working knowledge of Windows 10/11 and basic macOS support.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Schedule: Weekdays, 7:00 AM to 3:30 PM

Why work with us:

Compensation: ₹13,00,000 to ₹17,00,000 per year

• 24 days paid time off.
• Health insurance through our employer-of-record partner.
• Annual learning budget.
• Wellness allowance.
• Annual team retreat.

Start: Flexible.

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