1st Line Support

More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1987 and have grown to about 6,500 people.

The role:

As 1st Line Support at Purva Software, you'll handle day-to-day IT requests for about 250 employees across two offices. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years. Reliable internet and a power backup are a must.

In this role you will:

• Escalate network, server and application problems to the right team with clear notes.
• Keep ticket notes and time entries up to date.
• Connect remote users to VPN and troubleshoot access issues.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Write and update knowledge base articles for common problems.

What you need:

• 0-2 years of help desk or desktop support experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Experience with Active Directory user and group management.
• Customer service skills and patience with non-technical users.
• Familiarity with Microsoft 365 admin tasks.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Preferred:

• Meraki or Ubiquiti networking gear.
• Intune, Jamf or SCCM/MECM.
• Network+ or Microsoft MD-102 certification.
• Experience supporting healthcare, legal or manufacturing environments.

Compensation: $630 - $820/month

Pay and benefits:

• Monthly internet allowance.
• Paid time off.
• Company laptop.
• Long-term engagement.

Duration: 6 months. Start: Immediately.

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