Managed Services Desktop Shift Engineer

Job Title: Managed Services Desktop Shift Engineer
Status Full-time (WFH)
Reports To: Managed Services Desktop Team Lead
Location: Latin American Countries (Mexico preferred)
Hours: Full-time – shift based.
7:30am – 15:30pm Mexico time
Days Monday – Friday
Holidays: US Public Holidays
Overall purpose of the job:
• Provide 1st and 2nd Line desktop support on a shift
• Work in a rotation to provide 1st and 2nd Line helpdesk support to customers by answering telephone calls.
• Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
Key responsibilities for this job:
• Respond to support calls as assigned within Service Level Agreements; answer customer telephone calls
• Work as a team to deliver timely resolution to customer requests from telephone and email
• Maintain an understanding of the internal escalation process
• Maintain excellent verbal and written communication with the ability to communicate effectively with technical and non-technical customer at all levels
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections;
• Physical Workstation and peripheral relocations;
• Performs general preventative maintenance tasks on end user devices and peripherals
• Access Management and Maintenance through Active Directory and M365 (Account Provision, Account Revocation, Password resets);
• Escalate issues and involve other support teams wherever required to resolve an issue as quickly as possible;
• Flexibility to work from home subject to line managers approval
Knowledge and experience required:
• Experience in managing/troubleshooting Windows Desktop Operating Systems
• Managing and troubleshooting virtual desktop in Citrix, RDS or Azure (AVD)
• Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies
• Hands on Office 365 management experience including management of Teams Calling
• Experience in managing/troubleshooting VMWare and/or Virtualization technologies
• Experience in using ITIL based ticketing system (ITIL foundation preferred)
• Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
• Desired skills in Microsoft System Centre, SharePoint and Intunes an advantage
• Applicants will ideally be either MCP, MCSA, MCSE or VCP certified.
This is a third-party role where you will work with the client as a contractor. The offer is from 55k to 60k per month. Work Schedule is from 9:30 PM to 6:30 AM PH Time.
Please email your resume at :{Click to view} with the subject “MGO: Desktop Shift Engineer”