Technical Support Expert L2

hace 3 días


Buenos Aires, Buenos Aires C.F., Argentina SMS Sudamérica A tiempo completo

We are seeking a Technical Support Expert L2 to join our SMS Sudamérica team. As an experienced IT professional, you will provide top-notch technical support to our business users.

Your primary responsibility will be to deliver exceptional customer service and technical expertise to resolve 80-95% of incoming calls, tickets, and alerts.

Key Responsibilities:
  1. Offer Level 1 and 2 support services to business users and colleagues
  2. Address incoming calls, emails, messages, and tickets in a timely manner
  3. Assume escalations and offer guidance and training to L1 team members
  4. Analyze and troubleshoot IT-related problems affecting desktops, systems, and networks across various environments
  5. Achieve a resolution rate of >80% for incoming tickets, escalating only when necessary
  6. Maintain accurate records of work completed, issue/project status, and time entries on tickets throughout the day
  7. Collaborate on projects and additional tasks as required
Required Skills:
  1. 3+ years of experience in Desktop Support, preferably in a Managed Service Provider or multi-tenant environment
  2. Proficiency in remote user support for applications and hardware (desktops and laptops, servers, networking gear)
  3. Familiarity with Active Directory and Group Policies
  4. O365 administration, migrations, and security knowledge
  5. Outlook & Webmail (Exchange and O365) expertise
  6. Backup and data recovery technologies experience (Veeam, Rubrix, etc.)
  7. Email Filtering Software (Proofpoint) skills
  8. Basic networking, TCP/IP, Layer 2 (VLAN), Routing, Switching knowledge
  9. Windows and Mac deployment and security skills
  10. Ticketing systems and time keeping (Autotask PSA) proficiency
  11. Certifications like CompTIA A+, Network+, VMWare, Microsoft, etc.


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