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Help Desk Engineer (MSP)

1 month ago
Latin America, Mexico, Brazil, Colombia
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Active Directory Cybersecurity DHCP DNS TCP/IP
Apply Now
Zipdev

Zipdev

Zipdev specializes in connecting businesses with highly skilled remote talent from Latin America, offering a cost-effective solution for hiring software developers and virtual assistants.

Professional Services
51-250
Founded 2014
View All Jobs 7

Description

  • Provide prompt and courteous technical support to clients via phone, email, remote access tools, or onsite visits.
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues in a customer-focused manner.
  • Escalate complex technical issues to Tier 3 or specialized teams while maintaining ownership and tracking resolution.
  • Respond to end-user requests and document all support interactions, actions taken, and final resolutions in the ticketing system.
  • Perform system administration tasks including user account setup, password resets, and software installations or upgrades.
  • Proactively monitor client systems and networks to identify and remediate potential issues before they impact operations.
  • Maintain accurate documentation of IT assets, software licenses, configurations, and vendor contracts.
  • Build and maintain strong client relationships by understanding business needs and offering proactive recommendations.
  • Collaborate with team members to share technical knowledge, support cross-training, and improve service delivery processes.

Requirements

  • Proven experience in a technical support role, preferably in an MSP or IT service environment.
  • Strong troubleshooting and problem-solving skills with the ability to think critically under pressure.
  • Proficiency with Microsoft Windows operating systems and common business applications.
  • Expert understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
  • Experience performing system administration tasks (user account setup, password resets, software installs/upgrades).
  • Excellent verbal and written communication skills with a customer-focused approach.
  • English proficiency at C1+ level.
  • Must be located in LATAM.
  • Ability to work independently, prioritize tasks effectively, and operate in a fast-paced environment.
  • Detail-oriented with a focus on accuracy and thoroughness.

Benefits

  • Fully remote work, Monday–Friday, 40 hours per week (no weekends).
  • Vacation: 10 business days per year.
  • Paid time off: 5 national holidays plus 5 company holidays (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day).
  • Parental leave.
  • Health care reimbursement.
  • Quarterly home office reimbursement.
  • Active lifestyle reimbursement.
  • Continuous learning bonus and access to training and professional development platforms.

Interested in this position?

Apply directly on the company website

Apply Now

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