Support Desk Specialist

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

📋 Description

• Deliver sophisticated remote technical support and help desk services to clients while adhering to established service level agreements (SLAs).

• Act as an escalation point for intricate technical issues and assist Service Desk team members with troubleshooting and resolving problems.

• Diagnose and support Microsoft 365 environments, encompassing Exchange Online, Teams, Intune, Autopilot, and related services.

• Provide support for virtualization platforms, including Hyper-V, VMware, VDI environments, and remote desktop technologies.

• Identify and resolve backend application server issues, authentication challenges, and infrastructure-related incidents.

• Collaborate directly with vendors and third-party providers to troubleshoot and rectify technical issues affecting client environments.

• Perform root cause analysis and implement corrective actions to avert recurring issues.

• Recognize recurring problems and proactively suggest improvements to enhance client performance, reliability, and operational efficiency.

• Review client environments and offer recommendations to maintain supported technology standards.

• Keep precise client documentation, technical procedures, and ticket updates.

• Mentor and guide junior engineers through coaching, knowledge sharing, and technical support.

• Utilize RMM and monitoring platforms to proactively identify and resolve issues.

• Ensure all tasks are accurately documented and completed according to operational procedures and change management standards.

• Participate in team meetings, training sessions, and initiatives for continuous improvement.

• Support a 24/7 service delivery model and be available for assigned after-hours shifts.

⛳️ Requirements

• At least 2 years of experience supporting Microsoft 365 environments in an IT support, systems administration, or managed services context.

• Proven experience providing Level 2 technical support and troubleshooting complex infrastructure issues.

• Extensive experience with Microsoft 365 administration and support.

• Strong expertise in Hyper-V virtualization.

• Experience in supporting Citrix environments.

• Proficiency in troubleshooting backend application server issues.

• Solid comprehension of networking concepts, including TCP/IP, DNS, DHCP, VPNs, authentication, and remote access technologies.

• Experience with Active Directory and identity management solutions.

• Exceptional troubleshooting, analytical, and problem-solving abilities.

• Excellent verbal and written communication skills.

• Capability to mentor and support junior technical staff.

• Experience working in a ticket-driven support environment.

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience.

• Experience with Azure administration and support (preferred).

• Familiarity with VMware, VDI, and remote desktop technologies (preferred).

• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams (preferred).

• Knowledge in SAN, storage, virtualization, and server infrastructure technologies (preferred).

• Experience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools (preferred).

• Experience within a Managed Services Provider (MSP) environment (preferred).

• Industry certifications such as CCNA, VCP, MCSE, Citrix Certified Professional (CCP), Microsoft Certifications, or other relevant infrastructure certifications (preferred).

• Willingness to accept a long-term work-from-home arrangement.

• Flexibility to work shift schedules, including evenings, weekends, and holidays.

• Availability for rotating shifts based on team coverage needs, including schedules in the US Time Zone.

🏝️ Benefits

• Long-term work-from-home arrangement.

• Shift schedules include evenings, weekends, and holidays.

• 24/7 service delivery model with assigned after-hours shifts.