Pod Support Engineer

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

📋 Description

• Serve as the primary expert for our clients, skillfully resolving issues related to Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Manage client communications, fostering relationships, setting expectations, and ensuring every interaction concludes positively.

• Efficiently handle your ticket queue, prioritizing tasks effectively and managing warm transfer escalations with poise and confidence.

• Contribute to a functional knowledge base by creating and enhancing documentation that empowers the entire team to thrive.

• Act as an intermediary between clients and vendors, facilitating incident resolution and ensuring smooth support from start to finish.

• Collaborate with the team during weekly meetings and training sessions, helping propel both yourself and the organization forward.

• Set a strong example by upholding our commitment to accountability, proactive service, and exceptional customer support.

⛳️ Requirements

• Practical expertise in troubleshooting, configuring, and managing Microsoft technologies, such as Windows Server, Active Directory, and Group Policies.

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

• Proven knowledge of advanced networking principles, along with the ability to troubleshoot firewalls, switches, and Wi-Fi.

• A commitment to outstanding customer service and a demonstrated ability to build trust and navigate challenging situations.

• A history of producing comprehensive internal documentation that supports your colleagues' development.

• Familiarity with Remote Access Solutions like Remote Desktop and RemoteApps.

• A desire to learn and a collaborative mindset—you enjoy assisting others in their progress.

🏝️ Benefits

• A culture that values you as an individual, rather than just a number.

• Access to top-tier tools and documentation that is genuinely beneficial.

• Genuine opportunities for advancement through team-led training and exposure to innovative technology.

• A company that appreciates initiative, promotes growth, and supports your professional development.

• A team that listens, learns, and collaborates to achieve collective success.