This position is responsible for maintaining in-depth knowledge, ensuring accurate and up-to-date documentation, generating recommendations for projects (hardware/software/maintenance). To this end, they can participate in support incident escalations for assigned customers or those where a particular skill set is needed; whether it's helping help desk engineers get trained or taking full charge of rare or complex incidents.
Responsibilities: Guarantees the improvement and creation of processes and documentation.Designs and improves the ticket escalation process.Responds to ticket escalations.Manages and trains the technical team.Responsible for infrastructure project management.Responds to Company Emergency requests.IT support relating to technical issues involving Microsoft's core business applications and operating systems, as well as virtual environments built on Microsoft Hyper-V, Azure, and VMware.Design, implement, and support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, etc.Engineer and implement system solutions for customers using technologies that meet their needs.Implement and support backup and disaster recovery solutions.Technical services and support at the network level: WAN/LAN connectivity, routers, firewalls, and security.Implementation, administration, and support of cloud solutions for customers including Microsoft 365, Azure, and other software as a service applications.Support remote access solutions: VPN, RDP, Windows 365.Document internal processes and procedures.System documentation and consulting services to include system reviews.Communication with customers as required.Time Schedule: Monday to Friday - 8am to 5pm USA Central Time. National Holidays are based on USA calendar (not Argentinian national holidays).
Minimum Requirements: Advanced English level, it's a must!5 years minimum previous network administrator, IT systems engineer or IT field engineer experience and/or relevant education.Solid understanding of IT fundamentals such as DB, TCP/IP and OSI, storage, virtualization, e-mail.Interpersonal skills: such as video & telephony skills, communication skills, active listening, and customer-care.Diagnosis skills of technical issues, advanced troubleshooting skills and ability to provide an RCA.Ability to multi-task and adapt to changes quickly.Technical awareness: ability to match resources to technical issues appropriately.Service awareness of all organization's key IT services for which support is being provided.Understanding of support tools, techniques, and how technology is used to provide IT services.Benefits: Salary in dollars!100% remote.Performance and salary review every 6 months!Get your birthday off.An easy-going environment and culture (we all enjoy what we do).Internet and Gym voucher!Complete Technical Equipment sent to your home (chair, monitor, computer, headphones, keyboard, etc.).Paid holidays, vacations, personal days off and study days.Career and certification plan.A Proactive Approach to Ongoing Training to help you develop life-long skills.Company Overview: Our client was founded in 2012 with the goal of helping small-mid size companies grow by leveraging the IT capabilities previously only available to large Fortune 500 companies. They provide outsourced CIO and IT services to the small and mid-market.
The folks at the company are experts at making technology headaches a thing of the past. Imagine going to work every day with the Peace of Mind that comes from knowing your computers work, your network is secure and you have more time to focus on the things that are important to you.
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