2nd Line Support Engineer

Company overview:

Local news, classifieds and event listings for Florida make up the core of the site. Two million people a month visit our recipe and meal planning site, which earns money from ads and a paid membership.

We're looking for a 2nd Line Support Engineer to join our team. This is a remote role. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. The company is based in Miami, the US. Our team works from several countries. You will be employed through our employer-of-record partner in Sri Lanka, with a local contract and salary paid in Sri Lankan rupees. You will need at least 4 hours of overlap with US Eastern time. You will need a stable internet connection and a backup power source (UPS or inverter).

Key responsibilities:

Connect remote users to VPN and troubleshoot access issues. Write and update knowledge base articles for common problems. Track hardware inventory and warranty status in the asset system. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice. Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers. Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint. Install and update approved software and remove anything unlicensed. Keep ticket notes and time entries up to date.

Required qualifications:

6+ 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.

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

Why work with us:

Salary range: LKR 160,000 - LKR 200,000 a month

Home office setup budget. Paid sick days. Wellness allowance. 20 days paid time off. Annual salary review.

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

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