1st Line Support Analyst

Patients come to us for paediatric care, from newborn visits through sports physicals.

The 1st Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. Our headquarters is in London, and about a third of the team works remotely from other countries. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. You will need to be available during UK office hours, at least until 3:00 PM GMT. We send you a laptop and the accessories you need on day one.

What you'll be doing:

Connect remote users to VPN and troubleshoot access issues. Keep ticket notes and time entries up to date. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice. Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone. 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. Track hardware inventory and warranty status in the asset system.

You'll need:

1-2 years of help desk or desktop support experience. Familiarity with Microsoft 365 admin tasks. CompTIA A+ certification or equivalent hands-on experience. Customer service skills and patience with non-technical users. High school diploma or GED required. Associate degree in IT preferred. Working knowledge of Windows 10/11 and basic macOS support.

Schedule: Second shift, 12:00 PM to 9:00 PM, Monday to Friday

Perks and benefits:

Salary range: PKR 125,000-PKR 165,000 pcm

Performance bonus. 20 days paid time off. Co-working space stipend. Paid parental leave. Health insurance through our employer-of-record partner. Monthly internet allowance.

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

Start: Flexible.

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