ID 3337 – Level 2 Help Desk Technician

Job Category: Support
Job Type: Remote
Job Location: LATAM

About us:
We provide comprehensive IT Managed services along with premier customer support. We take the worry out of technology by providing the knowledge and skills to keep operations humming along; and we do it one-on-one, side-by-side every step of the way. We don’t just fix things; we evaluate current and future needs and deliver the best solution for organizations’ processes and objectives.

● Troubleshooting network and server problems.
● Troubleshooting desktop device problems.
● Trouble ticket generation and ownership.
● Escalation of Tier 1-2 incidents to resolution.
● Systems monitoring and analysis.
● Responsibility for low- high priority calls at all severity levels.
● Problem Management (determining permanent solutions to unique or chronic problems)
● Documenting resolutions and contributing to internal knowledgebase.

● 3+ years troubleshooting networks.
● 3+ years hands on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues.
● 3+ years working knowledge of Microsoft Windows, operating systems.
● Working experience in a Managed Services Provider.
● Technical certifications.
● Help Desk Candidates must be versed in basic Server Configuration Methods including Standalone and Virtualized Environments, Support of WAN and LAN networks, Backups, Email Systems (Exchange, Cloud and others) Disaster Recovery, Business Continuity Planning, Desktop Configuration, Support and Troubleshooting.
● Excellent verbal and writing skills are a must.
● Experience with Apple products and EMR systems is not required but would be helpful.
● Being able to look at simple and complex network environments to troubleshoot any number of problems including, but not limited to, firewall issues, Windows Active.
● Directory complexities, domain namespace blacklisting, email delivery problems, backup issues, virtualized system errors, various compliance issues and other problems.
● Demonstrate excellent customer service skills as well as technical excellence in all communications, whether client facing or internally.
● There is a strong focus on Windows Technologies, Datto, Acronis Backup & Recovery Products, VMWare Virtualization, Sophos and Cisco Firewalls, VPN Connectivity, Dell Systems. Other technologies are also supported.
● Excellent troubleshooting and customer service skills.
● Familiar with IT Service Management concepts, practices, and procedures.

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