2nd Line Support Engineer - Remote

We employ 56,100 people across underwriting, claims, actuarial, IT and customer service. Commercial lines, personal lines and specialty programs are run as separate business units. Hail season means long days for field adjusters.

Job summary:

Wrenfield Mutual has an opening for a 2nd Line Support Engineer - Remote. Our Desktop Support team closes around 600 tickets a month and needs one more person on the desk. Employment is through our payroll partner in Ireland. Salary is paid monthly in euros. Our standups are at 9:00 AM Pacific.

Day to day:

• Write and update knowledge base articles for common problems
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• 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
• Escalate network, server and application problems to the right team with clear notes
• Connect remote users to VPN and troubleshoot access issues
• 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

Minimum qualifications:

• 6+ years of help desk or desktop support experience
• High school diploma or GED required. Associate degree in IT preferred
• CompTIA A+ certification or equivalent hands-on experience
• Valid driver's licence and reliable transportation for travel between sites
• Working knowledge of Windows 10/11 and basic macOS support
• Experience with Active Directory user and group management

Preferred:

• Intune, Jamf or SCCM/MECM
• Basic PowerShell scripting

Schedule: Weekdays, 7:00 AM to 3:30 PM

Rate: €47,000 - €62,000 pa

Benefits:

• Performance bonus
• Company laptop
• Paid parental leave
• Monthly internet allowance
• Annual salary review

We may close the vacancy early if we receive a high number of applications.

Start: Flexible.

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