Técnico Helpdesk

We Are TIMS; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

We Are TIMS is seeking a Level 2 Support Technician to join our global IT team. You will provide English/Spanish bilingual technical support for multi-client environments, focusing on infrastructure, virtualization, and incident resolution.

This position is 100% remote, aligned with Madrid time, with a regular schedule Monday to Friday 14:00–23:00 Spain time and alternating on-call shifts (two weeks per month). On-call spans include weekends in Madrid, Spain time, and SOC alert handling.

Qualifications

• Advanced English required for verbal technical support.
• Experience in multi-client, multi-platform environments and mastery of ticketing tools.
• Advanced knowledge of Windows Server and Linux (logs, Docker, web hosting).
• Experience with VMware, Proxmox or Hyper-V virtualization.
• Networking: diagnostics, basic switching and VLANs; SOC basics are a plus.

Responsibilities

• Provide Level 2 support for Windows/Linux servers and related incidents.
• Manage on-call shifts (two weeks per month) and 24x7 availability as needed.
• Resolve incidents in multi-client environments and handle SOC alerts.
• Assist with virtualization management and server administration.

Skills

Advanced English

Multi-client environments

Windows Server

Linux

Networking basics

SOC awareness

Tools

Ticketing tools

VMware

Proxmox

Hyper-V

Job description

Location: Venezuela

Level 2 Support Technician English/Spanish

Job description:

We are looking for a Level 2 Support Technician with strong technical knowledge and problem-solving skills to join our global IT team. If you are a proactive professional with experience in multi-client environments and you are passionate about infrastructure and virtualization, this position is for you!

The role is performed 100% remotely, working in direct alignment with the Madrid, Spain time zone.

Regular Schedule:

Monday to Friday: 14:00h to 23:00h (Spain time).

On-Call System (24x7 Availability):

The continuity of our service is essential. Therefore, the position requires availability to take alternating on-call shifts (two weeks per month).

On-call schedule: Monday to Friday (from 17:45h to 8:00h Spain time) weekly, and weekends/holidays in Madrid (24-hour shifts).

On-call responsibilities: Bilingual support (Spanish/English), resolution of incidents on Windows/Linux servers, basic networking support, and handling of SOC alerts.

What profile are we looking for?

Languages: Advanced English (essential for verbal technical support).

Experience: User support in multi-client, multi-platform environments and mastery of ticketing tools.

Operating Systems: Advanced knowledge of Microsoft, iOS and Android.

Microsoft 365: Basic administration (Exchange Online, Teams, Intune for device deployment).

Virtualization: Experience with VMware, Proxmox or Hyper-V (management of virtual hardware, snapshots, etc.).

Servers and Web: Administration of Windows Server, Linux (logs, Docker, web hosting).

Networking: Network diagnostics, connectivity, basic switching and VLANs.

Valued: Basic knowledge of a SOC environment.

What we offer:

Work arrangement: 100% Remote work.

Professional fees: In USD through Ontop.