Support Engineer

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

📋 Description

• Become the primary expert for our clients, adeptly troubleshooting a wide range of issues from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.

• Take charge of client communication, fostering relationships, managing expectations, and ensuring that every interaction concludes positively.

• Manage your ticket queue with precision, effectively prioritizing tasks and handling warm transfer escalations with a composed, confident demeanor.

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

• Serve as a liaison between clients and vendors, facilitating incident resolution and ensuring seamless support throughout the process.

• Collaborate with the team during weekly meetings and team-led training sessions, helping to advance both your career and the company's objectives.

• Set a standard by leading through example, maintaining our commitment to accountability, proactive service, and exceptional customer support.

⛳️ Requirements

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

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

• Proven knowledge of advanced networking concepts and the capability to troubleshoot firewalls, switches, and Wi-Fi configurations.

• A strong commitment to excellent customer service, with a proven track record of building trust and diffusing challenging situations.

• A history of creating comprehensive internal documentation that supports your colleagues' growth and learning.

• Familiarity with Remote Access Solutions such as Remote Desktop and RemoteApps.

• A willingness to learn and a collaborative mindset.

🏝️ Benefits

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

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

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

• A company that recognizes initiative, values growth, and supports your professional development.

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