IT Support Team Leader

Our main product is a payroll and timekeeping app for hourly workforces, sold by subscription and supported from Chicago. The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS. Laptops are MacBook Pros, and you pick your own editor.

Overview

The IT Support Team Leader is the first point of contact for staff with computer, phone, printer and account problems. We are headquartered in Chicago and have been hiring remotely since 2020. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

In this role you will

• Connect remote users to VPN and troubleshoot access issues
• Escalate network, server and application problems to the right team with clear notes
• Write and update knowledge base articles for common problems
• Install and update approved software and remove anything unlicensed
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice

Qualifications

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

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

Pay and benefits

Salary: ₹19,00,000 - ₹23,00,000 per year

• Home office setup budget
• Paid sick days
• Annual team retreat
• 20 days paid time off

We will only contact shortlisted applicants.

Start: Immediately.

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