Senior Service Desk Technician
hace 7 días
SMS Sudamérica seeks a Senior Service Desk Technician to provide top-notch technical support to our business users.
As an experienced IT professional, you will be responsible for delivering exceptional customer service and technical expertise to resolve 80-95% of incoming calls, tickets, and alerts.
Job Description:- 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
- 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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