Information Systems Support

Decentralized Masters; Lahore; A distancia; PKR 4.638.000 - 5.566.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Team offsites

Descripción de la vacante

Catalyst Capital is seeking an Information Systems Support specialist for the remote EST environment. You will handle tier 1–3 tickets, manage devices, and assist with access controls across the Catalyst Capital group.

Ideal candidates possess experience on a tiered support desk, practical device and access management, and clear, calm communication with staff needing fixes. This is a fully remote, full-time role with team offsites in various locations.

Formación

• Experience on a support desk distinguishing tier 1, tier 2, and tier 3.
• Practical work with managed devices and with access controls.
• Calm, plain communication with people who are blocked and need a device or an account fixed.
• Care with access: confirm the requester and the access they should receive before making a change.
• This seat has no direct reports. People-management experience is not required.

Responsabilidades

• Assist with the managed-device program: setup, changes, and the everyday questions that come with company devices.
• Assist with requests to grant, change, or remove access.
• Work tier 1 and tier 2 support tickets through to a fix or a clear next step.
• Route tier 3 tickets to the right teammate, with the context they need.
• Write notes on what changed.
• Serve staff across the Catalyst Capital group.

Conocimientos

Tier 1/2/3 support

Managed devices

Access controls

Clear communication

Descripción del empleo

Job Description:

Who We Are

Catalyst Capital is a profitable, bootstrapped holding company building a diversified financial services group - education, publishing, software, wealth and tax planning tools, investment products and proprietary trading technology - funded entirely from its own operating cash. We have never taken outside capital.

Purpose

Information Systems Support assists the Security & Infrastructure Lead with the managed-device program, access controls, and support tickets for the Catalyst Capital group. The seat is the first response when a staff member needs a device fixed, an access credential handled, or a ticket worked before it becomes a larger incident.

Reporting

• Reports to the Security & Infrastructure Lead.
• No direct reports.
• Keeps the Security & Infrastructure Lead informed when a ticket, a device, or an access change needs their decision.
• Routes tier 3 tickets to the teammate who should own them. Does not keep those tickets in order to finish them alone.

Authority

Decide alone

• How to work a tier 1 or tier 2 ticket through to a fix or a clear next step, inside the standard the Security & Infrastructure Lead has already set.
• The notes that record what changed, so the next person can see it.
• Everyday device questions and setup steps that the managed-device program already covers.

Do not decide

• Access policy. Grant, change, or remove access only the way the Security & Infrastructure Lead has defined. Do not invent a new standard for a request.
• Whether this functions program or priorities change. That sits with the Security & Infrastructure Lead.

Route or escalte

• Tier 3 tickets go to the right teammate, with enough context that they do not have to start over.
• Any ticket, device issue, or access change that needs the Security & Infrastructure Leads decision goes to that lead before the change is made.

What you will be doing

Managed devices

• Assist with the managed-device program: setup, changes, and the everyday questions that come with company devices.

Access controls

• Assist with requests to grant, change, or remove access.
• Confirm who is asking and what they should receive before changing anything.
• Follow the Security & Infrastructure Leads standard. Do not write a new one per request.

Tickets

• Work tier 1 and tier 2 support tickets through to a fix or a clear next step.
• Route tier 3 tickets to the right teammate, with the context they need.
• Write notes on what changed.
• Serve staff across the Catalyst Capital group.

Required

• Experience on a support desk that distinguishes tier 1, tier 2, and tier 3, including when to stop and hand a ticket on.
• Practical work with managed devices and with access controls.
• Calm, plain communication with people who are blocked and need a device or an account fixed.
• Care with access: confirm the requester and the access they should receive before making a change.
• This seat has no direct reports. People-management experience is not required.

• Full-time, EST
• Fully remote.
• Team Offsites (Dubai, Costa Rica, etc.)
• The seat covers staff across the Catalyst Capital group.
• Salary: $1,500–$1,800 per month