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 application.
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 Hollydays are based on USA calendar (not argentinian national hollydays)
- 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.
- Salary in dollars! (Cash, Bank Account, etc.)
- 100% remote
- Performance and salary review every 6 months!
- Get your birthday off
