Direct message the job poster from Solvo Global
Job Title: IT Generalist
Location: Colombia 100% remote
Work Schedule: 44 hours per week
Support center hours:
Monday–Friday: 8:30 AM – 8:00 PM ET
Saturday: 8:30 AM – 5:00 PM ET
Rotating shifts may apply.
Job Summary:
Solvo global is seeking an IT Generalist with strong networking and customer service skills.
The ideal candidate will take ownership of customer issues from start to finish in dynamic environments, demonstrating excellent troubleshooting abilities and the capacity to explain technical concepts to non-technical users.
Key Responsibilities:
Manage users in a Windows Terminal Server environment (on-premise and hosted).
Support Fortinet Firewalls and network devices (WAN, LAN, VPN).
Remotely troubleshoot and resolve technical issues related to:
Local LAN
Firewall policies and routing
Windows print services
Server backup and recovery
Act as Remote Administrator for:
Customer servers (user account management, shared files, print queue configuration)
Fortigate firewalls (VPN configuration, policy management, VLAN configuration, basic network troubleshooting)
Document resolutions in the call tracking system following TPS documentation standards.
Build strong working relationships with customers and team members.
Handle after-hours and emergency requests on a rotational basis.
Requirements:
Minimum 2 years’ experience in a technical customer support role.
CompTIA A+ Certification or equivalent skill set.
Fast and efficient typing skills with the ability to take notes during calls.
Ability to explain complex technical concepts to novice users.
Self-motivated and resourceful in resolving customer issues.
Preferred Qualifications (Nice to Have):
Experience with firewall administration and troubleshooting (CISCO, Fortinet, Palo-Alto, etc.).
CompTIA Network+ Certification or equivalent skill set.
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