Tier II Service Desk Engineer
New
G
GSD StaffingManaged IT Services
Guatemala / El Salvador / Nicaragua / Honduras; LATAM Preferred, US Business HoursFull-TimeMiddle
Salary2,000 - 2,500 USD per month
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- NetworkingTroubleshooting
Requirements
- 3+ years of experience in IT support, technical support, or service desk roles.
- Working knowledge of Microsoft 365 and common Microsoft business technologies.
- Experience with Active Directory and Azure AD/Entra ID.
- Familiarity with Microsoft Intune and endpoint management.
- Experience using RMM and PSA/ticketing systems.
- Strong troubleshooting and problem-solving skills.
- Ability to diagnose technical issues systematically and efficiently.
- Good written and verbal English communication skills.
- Ability to work independently in a remote environment.
- Reliable internet connection and suitable remote-work setup.
Responsibilities
- Troubleshoot and resolve Tier II hardware, software, networking, and end-user support issues.
- Handle technical escalations from Tier I support.
- Diagnose and resolve issues involving Microsoft 365, Active Directory, Azure AD, and Intune.
- Monitor and manage service requests using RMM and PSA systems.
- Perform remote troubleshooting and technical support for client environments.
- Assist with client onboarding, deployments, configurations, and technical projects.
- Maintain accurate ticket documentation, technical records, and client information.
- Follow established service procedures, security practices, and SLA requirements.
- Collaborate with other technicians to resolve complex technical issues.
- Identify recurring issues and contribute to service improvement initiatives.
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