L2 Helpdesk Support

We are looking a L2 Support - 100% remote-CST time zone

Responsibilities:

· Troubleshoot to resolution Windows 10, Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned.

· Image, configure, upgrade, and repair desktops and laptops and peripherals from leading vendors such as Dell and/or Lenovo.

· Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms

· Remote user support with focus on Latin American locations (Brazil, Colombia, Mexico, Chile, Peru, etc.)

· Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license, etc.).

· Help troubleshoot and work with telecom engineers to resolve end-user telecom issues

· Provide outstanding customer service

· Build and maintain IT knowledge base by creating knowledge management articles and execute as documented

· Support IBX / Offices Expansions and Integrations

· Ordering and installing new equipment

· Resolve incidents, events and requests within the SLAs defined and escalate them when required to the proper team

· Partner with sr staff to test pre-mass deployment software packages identifying issues and escalating to sr staff.

· Provide training and documentation to Tier 1 team.

Qualifications:

· Extensive knowledge of Windows 10, Windows 11 and Microsoft 365

Support knowledge and experience with hardware from Dell, Lenovo and Apple

· Understanding of system administration, basic networking, and VoIP concepts

· 1 - 3 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment

· Bachelor’s degree in Computer Science or MIS or equivalent work experience

· Desired technical experience and knowledge

o Microsoft Intune and SCCM

o JAMF MDM

o Active Directory administration

o Microsoft 365 Certified: Modern Desktop Administrator Associate

o Citrix VDI Support and troubleshooting.

o MAC OS support

o Autopilot imaging knowledge

· Required Intermediate English level writing, speaking and listening

· Detail-oriented, deadline, and results-driven

· Excellent written and verbal communication skills

· Strong customer service background

We offer:

*30,000mxn-40,000mxn gross per month

*Law Benefits

*100% remote

*Life insurance

*Manpower benefits