2nd Line Support Analyst

Clients rely on us for laptop setup, Intune enrolment, backup monitoring and after-hours help when something breaks. Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits. Founded in 2018, we now have 80 employees. Lunch is usually whatever is closest to the client site.

THE ROLE

We're looking for a 2nd Line Support Analyst to join our team. This is a remote role. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Our headquarters is in Dublin, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. Working hours overlap with UK business hours. Most communication happens in Slack, with short video calls when needed.

RESPONSIBILITIES

• Connect remote users to VPN and troubleshoot access issues.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Install and update approved software and remove anything unlicensed.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.

WHAT WE'RE LOOKING FOR

• 3+ years of help desk or desktop support experience.
• High school diploma or GED required. Associate degree in IT preferred.
• 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.

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

PERKS AND BENEFITS

Salary range: $6.00 - $7.00 per hour

• Paid in USD.
• Company laptop.
• Paid time off.

Duration: 3 months. Start: Immediately.

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