IT Service Desk Technician

Notes:

• This is a long-term, fully remote, full-timeposition focused on night and weekend coverage with 4 days of work each week, Friday through Monday or Thursday through Sunday. Please see below for the specific schedule. Candidates may be based anywhere in the world if they are able to commit to and fulfill the schedule and expectations.
• Bilingual English verbal and written communication are required, C1/C2 or Native level, as you will be working with English customers and coworkers. You must apply with an English resume/CV to be considered for this role.

Company:

Founded in 1982, SMS Datacenter is a growing IT Managed Service Provider for Colocation, Cloud, Networking, Security, Service Desk, IT Consulting, and other Managed Services. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, designing, supporting, and troubleshooting users infrastructures so they can focus on their businesses. If you enjoy busy days of working with fellow IT professionals to solve users problems, then apply to join the team!

Position:

Do you love solving problems Do you get excited from being challenged by different issues and environments each day Are you looking to bring your experience and great attitude to a growing company, where your work and ideas can have an impact

As a Service Desk Technician at SMS Datacenter, you will provide support for device and user issues related to desktops, systems, and networking, guiding and training junior team members, and escalating to specialized engineering teams for site-wide or configuration issues when necessary.

At SMS Datacenter, we look for bright, hardworking, self-improving IT professionals to join our teams. What you know and your ability to apply it matters more to us than any degrees or years of experience.

Schedule:

Friday through Monday is preferred, Thursday through Sunday shifts may also be considered.

This role is for a full-time staggered schedule, primarily covering night and weekend shifts. Shifts on weekdays are 9 hours including meal break; shifts on weekends are 13 hours including meal and other breaks. Times are in UTC+8.

• Friday: 8 PM to 5 AM
• Saturday: 7:30 PM to 8:30 AM
• Sunday: 7:30 PM to 8:30 AM
• Monday: 8 PM to 5 AM

Responsibilities:

• Provide technical support and excellent customer service for all users
• Respond immediately to calls, emails, messages, alerts, and tickets
• Take on escalations, providing guidance and training to other team members
• Review different queues for tickets
• Follow maintenance schedules to run and check server reboots, backups, and perform other regular maintenance
• Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple unique client environments
• Document all work done, issue/project status, and time entries correctly on tickets throughout the day
• Support projects and other tasks as needed

Skills Desired:

• Excellent verbal and written English communication, C2 or Native English preferred, C1 minimum
• 3+ years of experience providing desktop support, preferably in a Managed Service Provider or other multitenant environment
• 2+ years of combined experience in roles involving infrastructure and networking support
• Administration of Windows Active Directory, Group Policies, and various Windows OSes and platforms
• Microsoft 365 or Exchange administration, migrations, and security
• General networking including TCP/IP, Layer 2 (VLAN), WAPs, 802.11x including DNS and DHCP, Routing, Switching, Firewalling basics (preferred)
• Windows and Mac deployment and security
• Knowledge from certifications like CompTIA A+, Network+, Security+, VMWare, CCNA, Microsoft, etc. or equivalent experience

Bonus Points for the Following:

• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
• VoIP migration
• Backup and data recovery technologies experience (Veeam, Rubrix, etc).
• Experience working with software licensing and software partners.
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
• Knowledge of cyber security technologies (AV, DNS, Web filtering, Firewalls, VPNs, Encryption)

Compensation and Benefits:

Selected candidates job grade and total compensation will be determined by the evaluation of factors including relevant skills, knowledge, and experience, English mastery, shifts taken, and geographic location. At SMS Datacenter, whether and how you rise from your starting point is in your hands. Excellent Service Desk Technicians will have regular opportunities for evaluation, raises, and promotions to higher levels.

There are 3 levels available for this position:

Level 1 Service Desk Technician: $650 – $1,200 per month. Requires each of the following:

• Strong English (C1 minimum)
• Familiarity with desktop support and basic network troubleshooting
• CompTIA A+ or equivalent certifications or knowledge at minimum
• 2+ years of relevant experience

Level 2 Service Desk Technician: $1,250 – $1,650 per month. Requires each of the following:

• Fluent English (C2 or Native)
• Strong technical skills with desktop support and network troubleshooting
• CompTIA A+, Network+, Server+, and/or specialized certifications in networking or systems
• 4+ years of relevant experience recommended

Level 3 Service Desk Technician:$1,650 – $2,200+ per month. Requires each of the following:

• Fluent English (C2 or Native)
• Exceptional technical skills with desktop support, network troubleshooting, and systems administration
• CCNA, PCNSA, FCP, VCP6, MS-102, or similar and relevant vendor certifications in networking or systems
• 7+ years of relevant experience in positions of increasing ability recommended

Contractors who complete the first 90 days of employment will be eligible for Paid Time Off of up to 10 vacation/personal days, 5 sick days, birthdays off, and 8US holidays each year.