Job Description Este es un puesto de trabajo remoto.
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.
RequirementsRequired Skills: Strong communication skills.
Ability to achieve successful results in challenging situations and work with various levels of clients and management.
Ability to create processes and standards.
Analytical and problem-solving skills.
Ability to work in a dynamic and fast-paced environment.
Ability to manage multiple priorities and complete projects.
Initiative and autonomy to solve problems independently.
Experience with Microsoft online products and services.
Effective use of tools to troubleshoot and escalate issues appropriately.