2nd Line Support Analyst

THE COMPANY

Clients rely on us for laptop setup, Intune enrolment, backup monitoring and after-hours help when something breaks. Lunch is usually whatever is closest to the client site.

As 2nd Line Support Analyst at Arborpath IT, you'll handle day-to-day IT requests for about 250 employees across two offices. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. You will be employed through our employer-of-record partner in Sri Lanka, with a local contract and salary paid in Sri Lankan rupees. Core hours overlap with Sydney business hours until mid-afternoon.

IN THIS ROLE YOU WILL

• Connect remote users to VPN and troubleshoot access issues
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• 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

REQUIRED QUALIFICATIONS

• 3+ years of help desk or desktop support experience
• CompTIA A+ certification or equivalent hands-on experience
• Customer service skills and patience with non-technical users

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

BENEFITS

Pay: LKR 240,000-LKR 290,000 per month

• Paid sick days
• Stock options
• Equity
• Company laptop

Start: Within 30 days.

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