2nd Line Support Analyst

Since 1958, the bank has grown through more than a dozen acquisitions. Our commercial banking group lends to manufacturers, health systems and real estate developers. Founded in 1958, we now have 7,100 employees. Banking holidays are paid days off.

The role:

Waypost 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. Our team is spread across 12 countries. Headquarters is in Los Angeles. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Our standups are at 9:00 AM Pacific. Reliable internet and a power backup are a must.

In this role you will:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Keep ticket notes and time entries up to date
• Escalate network, server and application problems to the right team with clear notes
• Track hardware inventory and warranty status in the asset system
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Write and update knowledge base articles for common problems

Minimum qualifications:

• 3-5 years of help desk or desktop support experience
• CompTIA A+ certification or equivalent hands-on experience
• Customer service skills and patience with non-technical users
• Working knowledge of Windows 10/11 and basic macOS support
• High school diploma or GED required. Associate degree in IT preferred

Nice to have:

• Network+ or Microsoft MD-102 certification
• ITIL 4 Foundation
• Basic PowerShell scripting
• 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

Benefits:

• Annual team retreat
• Two weeks of paid leave at year end
• Public holidays observed per your country
• Monthly internet allowance

Please submit your CV in English.

Candidates must be eligible to work in Pakistan.

Start: Within 30 days.

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