Outsourcing Services International

Help Desk Engineer L2

Antiguo Cuscatlán , La Libertad, El Salvador - Full Time

Please note: this is an on-site position based in Antiguo Cuscatlan, La Libertad, El Salvador. Only Salvadoran applicants will be accepted

ESSENTIAL DUTIES AND RESPONSIBILITIES

Communication with customers is required (English)Moderate technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Monitor remote monitoring and management system alerts and notifications, responding accordingly through service tickets.
Maintain and review system documentation in ConnectWise.
Improve customer service, perception, and satisfaction.
Ensure a fast turnaround for customer requests.
Work collaboratively in a team and communicate effectively.
Collaborate with the Service Desk Manager to ensure service requests are routed to the appropriate resource for quick and efficient resolution.
Escalate service requests that require engineer-level support.
Maintain service awareness of all key organizational services being supported.
Accurately enter time and expenses in ConnectWise as they occur.
Document all work in ConnectWise through service tickets.

REQUIREMENTS

2-3 years of technical support service experience.
Strong interpersonal skills, including telephony skills, communication, active listening, and customer care.
Ability to troubleshoot and resolve technical issues efficiently.
Ability to multi-task and adapt to changing environments.
Technical awareness to match resources to technical issues appropriately.
Understanding of support tools, techniques, and technology usage for service delivery.
Proficiency in typing accurate entries of service request details.
Bachelor’s degree in computer science or information systems (recommended but not required).

Technical Skills

Proficiency in Windows and macOS environments; familiarity with Linux is beneficial.
Understanding TCP/IP, DNS, DHCP, and VPN; ability to troubleshoot network connectivity issues.
Experience with user account management, group policies, and permissions; understanding of Azure Active Directory.
Familiarity with core Azure services such as Virtual Machines, Storage, and Networking; understanding of Azure Resource Manager and Portal.
Managing Azure subscriptions and resources; knowledge of Azure security, compliance, and identity solutions.
Experience with Hyper-V or VMware; understanding of virtual machine setup, configuration, and management.
Knowledge of cloud computing concepts, particularly Azure; understanding of cloud deployment models (IaaS, PaaS, SaaS).
Proficiency with ticketing systems (e.g., ServiceNow, JIRA); experience with remote desktop support tools.

Certifications (Preferred but Not Required)

CompTIA A+ or Network+ – Fundamental certifications for IT support roles.
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Certified: Azure Administrator Associate (AZ-104)
ITIL Foundation

QUALIFICATIONS

Respect and earn the respect of fellow team members.
Take ownership of identified processes and responsibilities.
Keep open communications with the manager, team, and leadership.
Perform work with confidence and pride and follow through to completion.
Make informed decisions – discuss with the manager when needed
Grow and learn from past mistakes.
Work in a safe, clean, and employee-friendly atmosphere.
Must have flexibility with work schedule.
Strong analytical skills to diagnose and resolve technical issues efficiently.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
Strong focus on customer satisfaction and ability to manage user expectations effectively.
Ability to prioritize tasks and manage multiple issues simultaneously.
Ability to work well within a team and collaborate with other IT professionals