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AI Summary
Serve as the primary escalation point for complex technical tickets, performing root cause analysis and implementing sustainable solutions. Maintain system infrastructure, manage user accounts, and provide technical mentorship to Tier 1 support staff.
Open to candidates located in Colombia and the Philippines.
Requirements
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
- 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.
- 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.
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