Senior Service Desk Technician

Notes:

• This is a long-term, fully remote, full-timecontract which will work according to a GMT-7 business hours schedule, which is a night shift in the Philippines. You may be based anywhere as long as you possess the professional qualities, work ethic, equipment, and reliable Internet needed to work remotely.
• 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 will have an impact

As a Senior Service Desk Technician at SMS Datacenter, you will provide the final level of 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. You should have strong experience in desktop and infrastructure support, a solid understanding of network device troubleshooting and configuration, and be able and willing to learn and improve your skills every day.

Responsibilities:

• Provide Level 2 support with excellent customer service for users
• Respond immediately to calls, emails, messages, alerts, and tickets
• Take on escalations, providing guidance and training to other team members
• Proactively review various queues for tickets and take on projects for customer and business needs
• Follow maintenance schedules to run and check server reboots, backups, and 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

Minimum Qualifications:

• Excellent verbal and written English communication, C2 or Native English preferred, C1 minimum
• 4+ years of full-time professional IT experience
• 3+ years of combined experience in roles involving systems and networking support or engineering, preferably for an MSP or other multitenant environment
• Experience with administering 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
• Relevant vendor certifications: CompTIA, Cisco, Fortinet, Palo Alto, Microsoft, VMWare, or equivalent knowledge

Preferred Skills and experience:

• Routing and switching configuration, firewalling basics
• 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 2 levels available on the team. Candidates with exceptional skills may be considered for higher level positions.

Level 1: Service Desk Technician: $650 – $1,100(₱39,000 – ₱66,000) per month. Requires each of the following:

• Strong English (C1 minimum)
• Strong technical skills with desktop support and network troubleshooting
• CompTIA A+ or equivalent certifications or knowledge at minimum
• 2–4+ years of relevant experience in L1 and L2 roles

Level 2: Senior Service Desk Technician: $1,100 – $1,500+(₱66,000 – ₱90,000+) per month. Requires each of the following:

• Fluent English (C2 or Native)
• Exceptional technical skills with desktop support, network troubleshooting, and systems administration
• CompTIA A+, Network+, Server+, MS-102, CCNA, and/or specialized certifications in networking or systems, or equivalent knowledge
• 4–7+ years of relevant experience in positions requiring increasing skills

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.