2nd Line Support Analyst

Who we are:

We make a web-based inventory and purchasing system used by independent restaurants, breweries and small food manufacturers. Customers use our platform to manage equipment rentals: reservations, check-out, damage photos, invoicing and QuickBooks sync.

About the role:

Looking for a 2nd Line Support Analyst who wants to stay somewhere for a while. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Remote position. Most of the team is in Rawalpindi, but nobody is required to come in.

What you'll do:

• Escalate network, server and application problems to the right team with clear notes
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Keep ticket notes and time entries up to date
• Connect remote users to VPN and troubleshoot access issues
• Track hardware inventory and warranty status in the asset system
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice

What we're looking for:

• 2-4 years of help desk or desktop support experience
• Experience with Active Directory user and group management
• Familiarity with Microsoft 365 admin tasks
• Customer service skills and patience with non-technical users

Bonus points:

• Basic PowerShell scripting
• Intune, Jamf or SCCM/MECM
• Experience supporting healthcare, legal or manufacturing environments

Benefits:

Salary: PKR 86,000 - PKR 110,000 pcm

• Overtime pay

Applications are reviewed weekly.

Duration: 12 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kettledeck Systems (Pvt.) Ltd..