2nd Line Support Analyst

About us

From the Durham office, we cover clients within about a two-hour drive and support remote sites through RMM tools. Based in Durham, Lorimer Managed Services also runs a small colocation rack for clients who want local backups. Lunch is usually whatever is closest to the client site.

What this job is

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. We want someone who stays calm with frustrated users and keeps good notes in the ticket. We are headquartered in Durham and have been hiring remotely since 2020. This is a full-time remote role. We use an employer of record in Portugal, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time. We ship you a laptop and accessories before your first day.

What you'll work on

• Track hardware inventory and warranty status in the asset system.
• Install and update approved software and remove anything unlicensed.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Write and update knowledge base articles for common problems.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

What you bring

• 3+ years of help desk or desktop support experience.
• Customer service skills and patience with non-technical users.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• CompTIA A+ certification or equivalent hands-on experience.
• Working knowledge of Windows 10/11 and basic macOS support.

Nice to have

• Meraki or Ubiquiti networking gear.
• Intune, Jamf or SCCM/MECM.
• Basic PowerShell scripting.

Why work with us

Rate: €1,600 - €1,950/month

• Company laptop.
• Co-working space stipend.
• Paid sick days.
• Home office setup budget.
• Equity.
• Annual salary review.
• 20 days paid time off.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Lorimer Managed Services.