Remote Desktop Support Professional

hace 4 días


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

SMS Sudamérica requires a Remote Desktop Support Professional to provide exceptional technical support to our business users.

As an experienced IT professional, you will be responsible for delivering top-notch customer service and technical expertise to resolve 80-95% of incoming calls, tickets, and alerts.

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


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