IT Support Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Diagnose and resolve issues related to Windows devices, Microsoft 365, network infrastructure, and VoIP systems for clients.

• Take charge of client communications, fostering relationships, managing expectations, and ensuring favorable outcomes.

• Oversee and prioritize the ticket queue efficiently.

• Manage warm transfer escalations effectively.

• Develop and enhance knowledge-base documentation.

• Act as a liaison between clients and vendors to facilitate incident resolution.

• Participate in weekly meetings and team-led training sessions.

• Maintain accountability, deliver proactive service, and provide high-quality customer support.

⛳️ Requirements

• Prior experience in a Managed Service Provider (MSP) environment, supporting multiple clients in a dynamic service desk or engineering setting.

• Practical knowledge in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Proficient experience with Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking concepts.

• Capability to troubleshoot firewalls, switches, and Wi-Fi networks.

• Exceptional customer service abilities, with a talent for building trust and defusing challenging situations.

• Proven history of creating comprehensive internal documentation.

• Familiarity with remote access solutions like Remote Desktop and RemoteApps.

• A willingness to learn and a collaborative mindset.

• Availability to work from 9 am to 6 pm EST (New York City time zone).

🏝️ Benefits

• Access to top-tier tools and documentation.

• Genuine opportunities for career advancement through team-led training and exposure to state-of-the-art technology.

• The company encourages initiative, values professional development, and supports your career journey.

• Team-led training sessions.

• A culture of collaboration within the team.

• Opportunities for professional advancement.