2nd Line Support Analyst

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across Canada. Coastal Wealth Management manages assets for more than 200,000 clients through 120 offices. Dress is business casual, and suits come out for client meetings.

Position summary

Coastal Wealth Management is hiring a 2nd Line Support Analyst to work remotely from India. Our End User Services team closes around 600 tickets a month and needs one more person on the desk. The company is based in Toronto, Canada. We are a distributed team spread across a few time zones. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time.

Day to day

• Install and update approved software and remove anything unlicensed.
• 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.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Escalate network, server and application problems to the right team with clear notes.
• Connect remote users to VPN and troubleshoot access issues.

What you need

• Working knowledge of Windows 10/11 and basic macOS support.
• Experience with Active Directory user and group management.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• CompTIA A+ certification or equivalent hands-on experience.
• Customer service skills and patience with non-technical users.
• Familiarity with Microsoft 365 admin tasks.
• High school diploma or GED required. Associate degree in IT preferred.

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Salary range: ₹10,00,000 - ₹13,00,000 pa

Perks and benefits

• Paid sick days.
• 24 days paid time off.
• Performance bonus.
• Co-working space stipend.
• Health insurance through our employer-of-record partner.

We review applications as they come in.

Candidates must be eligible to work in India.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Coastal Wealth Management Ltd..