IT Help Desk Technician Level II (MSP)

gobravvo; Guaynabo (PR); Remote; USD 45,000 - 60,000; Full time

Job summary

gobravvo is seeking an IT Help Desk Technician Level II (MSP) for a fully remote, full-time role. You will deliver bilingual English/Spanish technical support to a diverse client base and support MSP operations from Guaynabo, PR.

You will deploy and manage Windows Server environments, Active Directory, and Exchange Server, design LANs, and ensure security and reliability across client networks while assisting with onboarding and escalated issues.

Qualifications

• Minimum of 4 years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange Server, and Active Directory in an IT Help Desk Technician Level II (MSP) role.
• Experience in a client-facing technical environment such as sales engineering or technical consulting is preferred.

Responsibilities

• Collaborate with the sales team to provide both pre- and post-sales technical support, including discovery meetings, site visits, proposals, presentations, and technical assessments.
• Deploy and manage Windows Servers and Active Directory, ensuring secure and efficient network operations.
• Design and implement Local Area Networks (LANs) tailored to client requirements.
• Implement and monitor network security protocols to safeguard client data and infrastructure.
• Troubleshoot network infrastructure issues and provide effective solutions to restore full service.
• Manage Microsoft Exchange Server environments and support email infrastructure.
• Coordinate new user onboarding, ensuring smooth integration of personnel into client systems.

Skills

Bilingual English/Spanish

Windows Server

Active Directory

Networking

Exchange Server

VOIP

RMM Tools

Tools

RMM Tools

VPN

Job description

IT Help Desk Technician Level II (MSP)

Job Overview

We are seeking a skilled IT Help Desk Technician Level II (MSP) to join a leading IT Solutions Company in a fully remote, full-time capacity. This position is ideal for tech professionals who possess a strong background in IT support and have experience working in a managed service provider (MSP) environment. The role requires proficiency in both English and Spanish, with the ability to deliver exceptional technical support and customer service to a diverse client base. Working remotely for a company based in Guaynabo, PR, offers the unique opportunity to support clients in a dynamic, bilingual setting, making it a rewarding environment for those passionate about technology and client success.

Key Responsibilities

• Collaborate with the sales team to provide both pre- and post-sales technical support, including participation in discovery meetings, site visits, proposals, presentations, technical assessments, implementation, and technical account management.
• Deploy and manage Windows Servers and Active Directory, ensuring secure and efficient network operations.
• Design and implement Local Area Networks (LANs) tailored to client requirements.
• Implement and monitor network security protocols to safeguard client data and infrastructure.
• Optimize and maintain network software and hardware, ensuring peak system performance.
• Build, deploy, and manage file servers and cloud computing solutions to support client business operations.
• Configure and deploy Voice over IP (VOIP) solutions and provide technical support for telephone systems.
• Troubleshoot network infrastructure issues and provide effective solutions to restore full service.
• Manage Microsoft Exchange Server environments and support email infrastructure.
• Monitor alert systems and respond according to established guidelines to maintain system integrity.
• Utilize event logs and messaging tools to diagnose and resolve technical issues.
• Handle escalated service requests requiring advanced technical expertise and timely resolution.
• Coordinate new user onboarding, ensuring smooth integration of personnel into client systems.

Qualifications & Requirements

• Bilingual proficiency in English and Spanish, with strong oral and written communication skills.
• Minimum of 4 years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange Server, and Active Directory in an IT Help Desk Technician Level II (MSP) role.
• 2–3 years of experience in a client-facing technical environment, such as sales engineering or technical consulting.
• Strong organizational and time-management skills, with the ability to manage multiple priorities effectively.
• Demonstrated experience in writing proposals and implementing technical solutions to meet business requirements.
• Exceptional customer service skills, with a results-oriented, professional, and collaborative approach.
• Solid understanding of technology and business productivity systems within an MSP context.
• Experience with remote monitoring and management (RMM) tools is a plus.
• High-level problem-solving abilities and multitasking skills, with a commitment to delivering quality solutions.
• Sales training and previous work experience in an MSP environment are highly valued.

Preferred Certifications

• CompTIA Network+ and/or CompTIA Security+ certifications.
• Microsoft certifications such as MCSA (Microsoft Certified Systems Administrator/Solutions Associate), MCSE (Microsoft Certified Systems Engineer/Solutions Expert), or MCITP (Microsoft Certified IT Professional).
• Cisco certifications, including CCNA or CCIE, are considered strong assets.

Company Culture and Career Opportunities

The company offers a challenging and engaging remote work environment, ongoing professional training, and clear career growth opportunities. Employees are encouraged to develop their technical expertise and advance their careers within the organization. Working with clients based in Guaynabo, PR, provides exposure to diverse business needs and the chance to contribute to the local technology landscape.

Employment Type: Full-time

Location: Guaynabo, PR (Remote)

The company is committed to providing equal employment opportunities and maintains a positive, inclusive work culture for all staff.