Help Desk Technician Level 3

Evolving Solution Services; São Paulo; Híbrido; BRL 129 000 - 154 000; Tempo integral

Resumo da oferta

BlueAngle is seeking a seasoned Help Desk Technician – Level 3 / Team Lead to join as a senior anchor for complex infrastructure challenges. You’ll own critical system availability, drive root cause analysis, and mentor engineers while operating at the top of the escalation chain.

Requirements include 4–5 years in MSP environments, VMware/Hyper-V and Windows Server expertise, and fluent English. This is a full-time role with on-call duties and standard ETZ hours.

Qualificações

• 4–5 years in an MSP/IT operations role.
• Strong VMware/Hyper-V and Windows Server knowledge.
• Experience with SAN/NAS storage and cloud (Azure/AWS).
• Advanced networking and monitoring/automation tools experience.
• English fluency required for written and spoken communication.

Responsabilidades

• Manage telephony systems (VoIP, PBX).
• Administer on-prem and cloud servers (Windows/Linux).
• Oversee virtualization platforms (VMware/Hyper-V).
• Monitor and troubleshoot VMs and host servers.
• Perform patching and vulnerability management.
• Deliver RCA reports for major incidents.
• On-call coverage as required.

Conhecimentos

MSP experience

VMware ESXi/vSphere

Windows Server AD/DHCP/DNS

Storage SAN/NAS

Cloud Azure/AWS

Networking Firewalls/VLANs

Monitoring Tools

Ferramentas

SolarWinds

Datto

Auvik

Descrição da oferta de emprego

Salary Range: $25,000.00 To $30,000.00 Annually

About BlueAngle:

BlueAngle is a fast-growing managed service provider specializing in M&A IT integration, infrastructure, and cybersecurity services for mid-market to enterprise clients. We're looking for a seasoned Help Desk Technician – Level 3 / Team Lead to join our team on a full-time hire basis as a senior technical anchor for our most complex infrastructure and platform challenges. In this role, you'll operate at the top of our technical escalation chain, owning critical system availability, driving root cause analysis, and mentoring the engineers around you. If you thrive in high-stakes environments, take pride in keeping critical systems running at peak performance, and want to do meaningful work alongside a sharp, collaborative team, we'd love to hear from you.

Role Overview:

Level 3 Technicians are senior engineers who handle the most complex issues related to infrastructure, telephony, and virtualization platforms. They provide escalation support and maintain high availability for critical systems.
Spoken and written English fluency is required for this role. Resumes must be submitted in English.

Key Responsibilities:

• Manage telephony systems (VoIP, PBX, Teams Voice).
• Administer on-prem and cloud servers (Windows Server, Linux optional).
• Oversee virtualization platforms (VMware vSphere, Hyper-V).
• Monitor and troubleshoot virtual machines and host servers.
• Perform patch and vulnerability management.
• Deliver root cause analysis (RCA) reports for major incidents.
• On call required

Technical Knowledge & Tools:

4 to 5 years of experience with:

• IT Managed Services Provider
• VMware ESXi / vSphere, Hyper-V.
• Windows Server (AD DS, DHCP, DNS).
• Storage systems (SAN/NAS management).
• Cloud infrastructure (Azure IaaS, AWS EC2).
• Advanced networking (firewalls, routing, VLANs).
• Monitoring & automation platforms (SolarWinds, Datto, Auvik).

Preferred Certifications:

• VMware Certified Professional (VCP-DCV)
• CompTIA Security+ or CySA+
• ITIL Intermediate or higher

KPIs:

• Critical Incident Resolution: 90%+ within SLA
• Root Cause Analysis Reports: 100% of major incidents
• System Availability: 99.9%+ uptime
• Change Success Rate: 95%+ without rollback
• Mentorship Contribution: 1–2 sessions/month

Engagement:

• Full-time: 40 hours per week
• Working Hours: Standard Eastern Time Zone business hours