3rd Line Support Engineer

About us

Hemlockgate manages assets for more than 200,000 clients through 120 offices. Institutional clients include pension funds, endowments and insurance companies.

The previous person in this role moved to another team. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties

Track hardware inventory and warranty status in the asset system. Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint. Escalate network, server and application problems to the right team with clear notes. Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers. Connect remote users to VPN and troubleshoot access issues. Keep ticket notes and time entries up to date. Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.

Qualifications

5+ years of help desk or desktop support experience. Familiarity with Microsoft 365 admin tasks. 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.

Also helpful

Network+ or Microsoft MD-102 certification.

Perks and benefits

Salary range: PKR 175,000-PKR 215,000 per month

Paid parental leave. Home office setup budget. Health insurance through our employer-of-record partner. Co-working space stipend. 20 days paid time off.

Tell us your notice period and what salary you are looking for.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hemlockgate S.r.l..