Senior IT Service Desk Technician

Job description

Notes:

• This is a long-term,
  fully remote, full-time
  position supporting UTC–7 business hours.
  
  Preference will be given to candidates who are able to work a
  Tuesday through Saturday
  or
  Sunday through Thursday
  schedule.
  
  
• Bilingual English verbal and written communication are required
  , C2 or Native level, as you will be working with English customers and coworkers.
  
  You
  must apply with an English resume/CV
  to be considered for this role.
  
  
• Candidates may be located in South or Central America.
  
  

Company:

Founded in 1982, SMS Datacenter is a growing IT Managed Service Provider for Colocation, Cloud, Networking, Security, Service Desk, IT Consulting, and other Managed Services.

We are a team of engineers and techs who tackle new projects, challenges, and issues every day, designing, supporting, and troubleshooting users' infrastructures so they can focus on their businesses.

If you enjoy busy days of working with fellow IT professionals to solve users' problems, then apply to join the team

Position:

Do you love solving problems?

Do you get excited from being challenged by different issues and environments each day?

Are you looking to bring your experience and great attitude to a growing company, where your work and ideas can have an impact?

As a
Senior
Service Desk Technician
at SMS Datacenter, you will provide support for device and user issues related to desktops, systems, and networking, guiding and training junior team members, and escalating to specialized engineering teams for site-wide or configuration issues when necessary.

At SMS Datacenter, we look for bright, hardworking, self-improving IT professionals to join our teams.

What you know and your ability to apply it matters more to us than any degrees or years of experience.

Responsibilities:

• Provide technical support and excellent customer service for all users
• Respond immediately to calls, emails, messages, and tickets
• Take on escalations, providing guidance and training to other team members
• Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple unique client environments
• Document all work done, issue/project status, and time entries correctly on tickets throughout the day
• Support projects and other tasks as needed

Skills Desired:

• Excellent verbal and written English communication, C2 or Native English preferred, C1 minimum
• 3+ years of experience providing Level 2 or 3 desktop support, preferably in a Managed Service Provider or other multi-tenant environment
• 3+ years of combined experience in roles involving infrastructure and networking support or engineering, preferably for an MSP or other multitenant environment
• Administration of Windows Active Directory, Group Policies, and various Windows OSes and platforms
• Microsoft 365 or Exchange administration, migrations, and security
• General networking including TCP/IP, Layer 2 (VLAN), WAPs, 802.11x including DNS and DHCP, Routing, Switching, Firewalling basics (preferred)
• Windows and Mac deployment and security
• Knowledge from certifications like CompTIA A+, Network+, Security+, VMWare, CCNA, Microsoft, etc.
  
  or equivalent experience

Bonus Points for the Following:

• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
• VoIP migration
• VMware experience and/or certifications (vSphere, ESXi, vCenter)
• Backup and data recovery technologies experience (Veeam, Rubrix, etc).
  
  
• Experience working with software licensing and software partners.
  
  
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
  
  
• Knowledge of cyber security technologies (AV, DNS, Web filtering, Firewalls, VPNs, Encryption)

Compensation and Benefits:

Selected candidates' job grade and total compensation will be determined by the evaluation of factors including relevant skills, knowledge, and experience, English mastery, shifts taken, and geographic location.

Excellent candidates who show exceptional skills and knowledge may be considered for higher-level positions.

Level 1 Service Desk Technician: $850 – $1,250
per month.

Requires:

• Strong English (C1 minimum)
• Familiarity with desktop support and basic network troubleshooting
• CompTIA A+ or equivalent certifications or knowledge at minimum
• 2+ years of relevant experience

Level 2 Service Desk Technician: $1,250 – $1,650
per month.

Requires:

• Excellent English (C2 preferred)
• Strong technical skills with desktop support and network troubleshooting
• CompTIA A+, Network+, Server+, and/or specialized certifications in networking or systems
• 4+ years of relevant experience recommended

Level 3 Service Desk Technician:
$1,650 – $2,400+
per month.

Requires:

• Fluent English
• Exceptional technical skills with desktop support, network troubleshooting, and systems administration
• CCNA, PCNSA, VCP6, MS-102, or similar and relevant vendor certifications in networking or systems
• 7+ years of relevant experience in positions of increasing ability recommended

Contractors who complete the first 90 days of employment will be eligible for
Paid Time Off
of up to
10 vacation/personal days
,
5 sick days
,
birthdays off
, and
8
US holidays
each year.

Required Skill Profession

Other General