Open to candidates located in Colombia and the Philippines.
Requirements - CompTIA A+, Network+, or equivalent technical certification is REQUIRED (or equivalent professional experience demonstrating equivalent knowledge).
- Minimum 4+ years of professional IT support experience, with at least 1 year in a Tier 2 or escalation support role.
- Proven experience in technical troubleshooting, incident management, and resolution of complex IT issues.
- Strong knowledge of Windows and Linux system administration, including Active Directory, user management, and permissions.
- Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and network troubleshooting.
- Hands-on experience with Microsoft 365 (Exchange Online, SharePoint, Teams) and cloud infrastructure.
- Proficiency in IT support tools including remote access software, ticketing systems, and system monitoring platforms.
- Excellent analytical, problem-solving, communication, and interpersonal skills.
- Ability to prioritize multiple tickets, manage time effectively, and work independently in a fast-paced environment.
- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent professional work experience).
- English C1 – C2
Desired Qualifications - Experience with Remote Monitoring and Management (RMM) tools such as ConnectWise Automate, NinjaRMM, or similar platforms.
- Familiarity with Managed Extended Detection and Response (MXDR) or endpoint security solutions.
- Experience with IT Service Management (ITSM) frameworks such as ITIL.
- Knowledge of server virtualization platforms such as VMware, Hyper-V, or KVM.
- Experience with backup and disaster recovery solutions.
- Auto dealership or managed service provider (MSP) environment experience is a plus.
Responsibilities - Serve as the primary escalation point for the help desk team, handling complex, unresolved, and high-priority technical tickets.
- Troubleshoot and resolve escalated incidents affecting Windows and Linux systems, networking, Microsoft 365, endpoint devices, and system infrastructure.
- Perform comprehensive root cause analysis and implement long-term, sustainable technical solutions.
- Take ownership of customer incidents through completion, ensuring customer satisfaction and proper closure.
- Maintain accurate, detailed documentation and timely updates of all assigned tickets within the ticketing system.
- Create and maintain comprehensive knowledge base articles, troubleshooting guides, and technical documentation.
- Identify and document recurring issues, patterns, and trends to propose process improvements and automation opportunities.
- Monitor and maintain strict compliance with Service Level Agreements (SLAs) for all assigned tickets.
- Provide technical mentorship and guidance to Tier 1 support staff, assisting with complex issues and skill development by creating SOPs
- Configure, troubleshoot, and maintain system infrastructure components including servers, network devices, and user endpoints.
- Assist with system administration tasks including server configuration, user account management, permissions, and backup/recovery operations.
- Troubleshoot network connectivity issues and optimize system and application performance.
- Implement and enforce IT security policies, procedures, and best practices.
- Monitor system logs and network traffic for potential security threats and respond to security incidents.
- Collaborate with system administrators, security analysts, and technical teams to ensure seamless infrastructure integration.
- Lead and collaborate on infrastructure improvement projects and technical initiatives.
- Support overflow and backlog tasks to maintain smooth operational workflows across the SysOps team.
- Stay updated with industry trends, emerging technologies, and best practices in IT support and infrastructure management.
