2nd Line Support Analyst

A bit about us:

Help desk calls are answered from 7 a.m. to 7 p.m., with an on-call tech covering nights and weekends. After-hours on-call comes around every fourth week.

About the role:

Looking for a 2nd Line Support Analyst who wants to stay somewhere for a while. Our IT Operations team closes around 600 tickets a month and needs one more person on the desk. Remote, open to candidates across Sri Lanka. Most communication happens in Slack, with short video calls when needed.

Responsibilities:

• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Escalate network, server and application problems to the right team with clear notes.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Track hardware inventory and warranty status in the asset system.

Skills and experience:

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

Preferred qualifications:

• Intune, Jamf or SCCM/MECM.
• Experience supporting healthcare, legal or manufacturing environments.

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

What we offer:

Salary: LKR 56,000 - LKR 68,000 a month

• Medical insurance for you and your family.
• Paid leave.
• Internet allowance.
• Company laptop.
• EPF and ETF contributions.

The posting will close once we have a strong shortlist.

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

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Orchardthread Data Systems.