1st Line Support Analyst

Enterprise clients outsource service desk, end-user support and data centre operations to us under multi-year contracts. Certifications include ISO 27001 and SOC 2 Type II, and we hold partner status with Microsoft, Cisco and VMware.

About the role

The previous person in this role moved to another team. The 1st Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. We are headquartered in New York City and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 4 hours of overlap with US Eastern time.

Day to day

• Keep ticket notes and time entries up to date
• Connect remote users to VPN and troubleshoot access issues
• Escalate network, server and application problems to the right team with clear notes
• Install and update approved software and remove anything unlicensed
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf

Qualifications

• Working knowledge of Windows 10/11 and basic macOS support
• Familiarity with Microsoft 365 admin tasks
• Experience with Active Directory user and group management
• Customer service skills and patience with non-technical users
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting

Nice to have

• Meraki or Ubiquiti networking gear
• Experience supporting healthcare, legal or manufacturing environments
• Network+ or Microsoft MD-102 certification

Salary: ₹8.5-10.5 LPA

Perks and benefits

• Performance bonus
• Home office setup budget
• Public holidays observed per your country
• Co-working space stipend

We may close the role early, so do not wait too long to apply.

Start: Immediately.

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