1363 Desktop Support Technician

Softgic.com

Hybrid

Remote

Full Time

This is a remote position.

At Softgic, we work with talented individuals who are passionate about technology and give 100%—that’s our #Coolture. Join us as an Ingeniero de Soporte Nivel 2 and contribute to making life easier through technology.

Responsibilities:

● Provide advanced technical support to resolve incidents related to hardware, software, and networks, managing escalated tickets effectively and efficiently.
● Collaborate in the maintenance, monitoring, and optimization of clients’ IT environments, including servers, networks, and security systems.
● Implement and maintain cybersecurity measures such as firewalls, antivirus solutions, encryption, and intrusion detection or prevention systems.
● Communicate clearly and professionally with clients, providing guidance and technical assistance to ensure satisfaction and proper system functioning.
● Maintain accurate records of incidents, solutions, and system configurations for quality control and future reference.
● Work closely with Level 1 Support Engineers and other IT teams to ensure effective issue resolution and knowledge transfer, supporting and mentoring junior staff.
● Manage and prioritize multiple incidents and service requests, escalating cases when necessary.
● Stay current with technology trends, tools, and industry best practices to continuously improve service quality.

Requisitos

● Proven experience in a Level 1 or Level 2 IT Support role, preferably in a Managed Service Provider (MSP) environment.
● Strong knowledge of Windows and/or Linux operating systems, network configuration, and server management.
● Hands-on experience with cybersecurity tools and protocols, including firewalls, antivirus, encryption, and incident response.
● Familiarity with cloud platforms such as AWS or Azure, and virtualization technologies (VMware, Hyper-V).
● Excellent analytical, problem-solving, and communication skills.
● Ability to work under pressure and manage multiple priorities.
● Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Preferred Certifications: CompTIA Security+, Network+, CCNA, MCSA, or equivalent.