Support Engineer II
Outsourcing Services International
- Antiguo Cuscatlán, La Libertad
- Permanente
- Tiempo completo
- Configure and deploy servers, routers, switches, firewalls, phones.
- Advanced Server maintenance and repair including hardware diagnosis of complex environments.
- Implementation of complex customer server and network projects.
- Development of detailed work plans for approved partner/customer projects.
- Provide advanced technical escalation support to team to resolve user PC, email, internet, and LAN access problems.
- Work directly with vendor support, working through diagnostics and implementing the solution.
- Resolves network performance issues by network monitoring and analysis, performance tuning, troubleshooting network problems and escalating to vendor.
- Secures network by auditing client’s servers and network to ensure network access standards.
- Troubleshoot and become familiar with various types of client/industry specific software.
- Provide support for complex windows domain model and user profile related issues.
- Configure, maintain, and monitor distributed backup systems.
- Ensure the confidentiality, security, and data integrity of client information always.
- Provide efficient and timely resolutions to customer support cases.
- Ability to prioritize service tickets by urgency.
- Ability to accurately track time and services performed during the day.
- Prepares users and staff by designing and conducting training programs, providing references and support.
- Respond to on call pager as part of team pager rotation.
- Relevant College, trade-school or certification program required.
- Around 5-8 years of experience in Tech Support, IT Administration roles or similar required.
- Any equivalent combination of education and experience.
- Microsoft MCP certification or higher required.
- Other network infrastructure hardware and software certs preferred.
- Advanced knowledge on TCP/IP networking, DNS, File Transfer, Remote Desktop and Email.
- Advanced experience and understanding working with windows networked computers, printers, scanners, and copiers.
- Advanced experience in supporting and administrating all modern Microsoft platforms.
- Solid experience with PC repair/support experience in a professional or educational setting.
- Must be proficient and fluent in the English language.
- Must be effective developing project work plans, performing project work, have awareness of all project elements and maintain focus to completion.
- Strong communication skills, including the ability to translate technical information into layman’s terms.
- Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue.
- Ability to adapt and accept challenges in a fast paced, dynamic environment.
- Demonstrated written and verbal two-way communication skills.
- Strong commitment to providing quality service.
- Excellent and reliable attendance record.
- Experience creating and documenting process.
- Experience with information management.
- Strong interpersonal skills.
- Possess a positive attitude and be able to fit in well within a strong team.
- Ability to successfully prioritize service issues based on multiple competing objectives.
- Willingness and commitment to ongoing learning and development.
- Career Path
- Life and Medical Insurance
- Open Home office structure (applicable after 90 days)*
- Office Schedules (weekends off)
- Competitive salaries
- Benefits by law
- Hiring Bonus
- Bonuses and other perks