1st Line Support Analyst - Remote

Karachi Data employs 770 people across engineering hubs in Karachi and three other locations, building ERP software for mid-market manufacturers. Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

Overview:

We want someone who stays calm with frustrated users and keeps good notes in the ticket. The 1st Line Support Analyst - Remote is the first point of contact for staff with computer, phone, printer and account problems.

Responsibilities:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Track hardware inventory and warranty status in the asset system
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Escalate network, server and application problems to the right team with clear notes

What you'll need:

• 0-2 years of help desk or desktop support experience
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Working knowledge of Windows 10/11 and basic macOS support
• CompTIA A+ certification or equivalent hands-on experience

Also helpful:

• ITIL 4 Foundation

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

Compensation and benefits:

• Medical insurance
• Provident fund
• Paid leave
• Overtime pay
• Life insurance

Start: Immediately.

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