2nd Line Support Analyst

Company overview:

Most of our work is residential service and replacement, with some light commercial. We install and service furnaces, heat pumps, rooftop units and ductless systems for homes and businesses. Busy season for HVAC is July and January, so expect overtime.

The role:

Gravelreach Plumbing is looking for a 2nd Line Support Analyst to join a small, steady team. We want someone who stays calm with frustrated users and keeps good notes in the ticket. This role is fully remote within India. A stable internet connection and a backup power option are required.

Essential duties and responsibilities:

• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Connect remote users to VPN and troubleshoot access issues.
• Track hardware inventory and warranty status in the asset system.
• Write and update knowledge base articles for common problems.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Keep ticket notes and time entries up to date.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.

Minimum qualifications:

• 3+ years of help desk or desktop support experience.
• Valid driver's licence and reliable transportation for travel between sites.
• Working knowledge of Windows 10/11 and basic macOS support.
• High school diploma or GED required. Associate degree in IT preferred.
• Customer service skills and patience with non-technical users.

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

Benefits:

Salary range: ₹6-7 LPA

• Health insurance for you and your family.
• Provident fund.
• Paid leave.

Due to the number of applications, only shortlisted candidates will be contacted.

We are reviewing applications as they arrive, so apply early.

Start: Within 30 days.

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