2nd Line Support Analyst

About Saddleloop:

Clients rely on us for laptop setup, Intune enrolment, backup monitoring and after-hours help when something breaks. Our technicians handle onsite and remote support for medical offices, accounting firms and manufacturers on fixed monthly contracts. After-hours on-call comes around every fourth week.

The role:

Saddleloop is looking for a 2nd Line Support Analyst to join a small, steady team. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. You will work Dubai business hours, Monday to Friday. You get a company laptop and a headset before you start.

In your first few months you will:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Write and update knowledge base articles for common problems.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Track hardware inventory and warranty status in the asset system.

About you:

• 3+ years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Experience with Active Directory user and group management.
• Familiarity with Microsoft 365 admin tasks.
• High school diploma or GED required. Associate degree in IT preferred.

Perks and benefits:

PKR 145,000 - PKR 185,000 pcm

• Health insurance through our employer-of-record partner.
• Performance bonus.
• Annual salary review.
• Paid sick days.
• Annual team retreat.
• Wellness allowance.
• 20 days paid time off.

Please submit your CV in English.

Start: Immediately.

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