Desktop Support Engineer

About Charlotte Mercantile

We employ 3,600 people in stores, distribution centres and our support office. Private label products make up about a third of sales.

Charlotte Mercantile is hiring a Desktop Support Engineer to work remotely from Pakistan. Our Desktop Support team closes around 600 tickets a month and needs one more person on the desk. The company is based in Charlotte, the US. The team is spread across multiple countries. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 4 hours of overlap with US Eastern time. Reliable internet and a power backup are a must.

What you'll be doing

• Track hardware inventory and warranty status in the asset system.
• Escalate network, server and application problems to the right team with clear notes.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• 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.
• Write and update knowledge base articles for common problems.

Skills and experience

• 2+ years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Familiarity with Microsoft 365 admin tasks.
• CompTIA A+ certification or equivalent hands-on experience.
• High school diploma or GED required. Associate degree in IT preferred.
• Customer service skills and patience with non-technical users.

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

Pay and benefits

• Monthly internet allowance.
• Paid in USD.
• Long-term engagement.
• Annual rate review.

Candidates must be eligible to work in Pakistan.

Duration: 6 months. Start: Immediately.

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