Help Desk Support Level 2 - Managed Service Provider

K2 Staffing, LLC; Guaynabo (PR); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading IT Solutions Company in Puerto Rico seeks a Fully Remote Help Desk Support Level II Technician with strong bilingual communication skills. The role involves managing Windows Servers, ensuring network security, and providing excellent client support. Candidates should demonstrate a results-oriented approach and have a solid background in technology solutions and customer service.

Benefits

Challenging work

Career opportunities

Ongoing training

Pleasant work environment

Qualifications

• Minimum of 4 years experience in networking equipment and Windows Servers.
• 2-3 years in a client-facing environment such as sales engineering.
• Strong understanding of technology, proactive problem-solving ability.

Responsibilities

• Provide pre- and post-sales support including technical assessments.
• Deploy and manage Windows Servers and Active Directory.
• Monitor network security and troubleshoot network infrastructure.

Skills

Bilingual (English/Spanish)

Communication Skills

Organizational Skills

Problem Solving

Customer Service

Time Management

Results-oriented

Self-motivated

Education

CompTIA Net+

CompTIA Security+

MCSA

MCSE

CCNA

CCIE

Tools

RMM (Remote Monitoring and Management) Tools

Job description

Summary

Our client is a leading IT Solutions Company located in Puerto Ricoand they are in need of a Fully RemoteHelp Desk Support Level IITechnician, who is bilingual (English/Spanish). A qualified candidate would have both proven experience with technology and outstanding personal communication skills. You should enjoy building solutions that leverage technology to meet a client’s business needs.

Duties & Responsibilities

• Work with sales to provide pre- and post-sales support, including tasks such as discovery meetings, site visits, proposals and presentations, technical assessments, implementation, and ongoing technical account management.
• Deploying and managing Windows Servers and Active Directory
• Designing Local Area Networks
• Implementing and monitoring network security
• Optimizing and maintaining network software and hardware
• Building and deploying file servers and cloud computing solutions
• Configuring and deploying VOIP solutions
• Performing network infrastructure troubleshooting
• Manage Microsoft Exchange Server
• Telephone solutions
• Monitors alert systems and take appropriate action as per guidelines.
• Ability to use various messages in an event log to affect repairs.
• Receive escalated service requests requiring an enhanced response.
• New User On-boarding

Qualifications & Requirements

• Must be competent in English & Spanish, oral & written.
• Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
• 2-3 years of experience in a client-facing environment such as sales engineering
• Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
• Possesses strong organizational and time-management skills
• Experience writing proposals for and implementation of technical solutions to fulfill business needs
• Results-oriented, self-motivated, energetic, professional, reliable, and a team player
• Strong understanding of technology and business productivity systems
• Experience with RMM (remote monitoring and management) tool a plus
• Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills
• Sales training experience is a plus
• Having worked in an MSP environment is a major plus.

Ideal Qualifications (not required)

• CompTIA Net+ and/or CompTIA Security+
• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
• CCNA or CCIE-Cisco certifications a real plus

Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.