2nd Line Support Analyst

About us

Started by a former school district network admin in 2014, the business has grown almost entirely through referrals.

The role

This role opened up after a team member moved internally. We want someone who stays calm with frustrated users and keeps good notes in the ticket. We are headquartered in Canton and have been hiring remotely since 2020. We hire in Italy through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 9:00 AM to 1:00 PM US Eastern.

What you'll work on

• Keep ticket notes and time entries up to date
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Connect remote users to VPN and troubleshoot access issues
• 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

About you

• 3+ years of help desk or desktop support experience
• Experience with Active Directory user and group management
• Customer service skills and patience with non-technical users
• Working knowledge of Windows 10/11 and basic macOS support
• High school diploma or GED required. Associate degree in IT preferred

Also helpful

• Meraki or Ubiquiti networking gear
• Intune, Jamf or SCCM/MECM

Pay and benefits

€20,000-€24,000 per year

• Flexible hours
• Two weeks of paid leave at year end
• Stock options
• Annual salary review
• Health insurance through our employer-of-record partner

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Canton Tech Support, LLC.