3rd Line Support Engineer - Remote

Founded as a farmers' mutual in 1975, the company is now one of the larger mutual insurers in the US. Founded in 1975, we now have 6,800 employees.

The role:

We are adding headcount to this team, so this is a new seat. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. We want someone who stays calm with frustrated users and keeps good notes in the ticket. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Main duties:

• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Install and update approved software and remove anything unlicensed.
• 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.

Required qualifications:

• 5-7 years of help desk or desktop support experience.
• Customer service skills and patience with non-technical users.
• High school diploma or GED required. Associate degree in IT preferred.
• Working knowledge of Windows 10/11 and basic macOS support.
• Experience with Active Directory user and group management.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Familiarity with Microsoft 365 admin tasks.

Schedule: Second shift, 12:00 PM to 9:00 PM, Monday to Friday

Salary range: PKR 220,000 - PKR 250,000 a month

What you get:

• Monthly internet allowance.
• Flexible hours.
• Company laptop.

Duration: 12 months. Start: Immediately.

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