3rd Line Support Engineer

Product, engineering and support teams work out of offices in Kathmandu, Bagmati Province and two nearshore delivery centres. Karmacharya Software employs 830 people across engineering hubs in Kathmandu and three other locations, building ERP software for mid-market manufacturers. Code review is required on every pull request, and nobody merges their own changes.

Position summary:

We are creating this position because the workload has grown. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Remote position. Most of the team is in Kathmandu, but nobody is required to come in.

Day to day:

• Track hardware inventory and warranty status in the asset system
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Keep ticket notes and time entries up to date
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Write and update knowledge base articles for common problems
• Connect remote users to VPN and troubleshoot access issues
• Install and update approved software and remove anything unlicensed

Minimum qualifications:

• 5-7 years of help desk or desktop support experience
• Working knowledge of Windows 10/11 and basic macOS support
• Experience with Active Directory user and group management
• Valid driver's licence and reliable transportation for travel between sites
• High school diploma or GED required. Associate degree in IT preferred
• Customer service skills and patience with non-technical users

Preferred qualifications:

• Basic PowerShell scripting
• Experience supporting healthcare, legal or manufacturing environments
• Intune, Jamf or SCCM/MECM
• ITIL 4 Foundation

NPR 26,000 - NPR 34,000 per month

Why work with us:

• Medical insurance
• Paid leave
• Social Security Fund contribution
• Internet allowance
• Life insurance

Start: Flexible.

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