3rd Line Support Engineer

About TH IT:

TH IT is a small IT shop: the owner, four technicians and a part-time office manager. Founded in 1997, we now have 16 employees.

What this job is:

TH IT has an opening for a 3rd Line Support Engineer. Our operations team closes around 600 tickets a month and needs one more person on the desk. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Our standups are at 9:00 AM Pacific. Good written English matters here, since most updates are written.

What you'll work on:

• Keep ticket notes and time entries up to date
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Connect remote users to VPN and troubleshoot access issues
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Escalate network, server and application problems to the right team with clear notes
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice

Requirements:

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

Preferred qualifications:

• Intune, Jamf or SCCM/MECM

What we offer:

Salary: ₹7,50,000 - ₹9,00,000 per year

• Annual learning budget
• Co-working space stipend
• Wellness allowance
• Performance bonus
• Paid sick days
• Annual salary review

Start: Flexible.

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