.Desktop Administrator Mexico**What You Will Be Doing**- Under general supervision, this position will perform duties as outlined in the Network Operations Center (NOC) Standard Operating Procedures (SOP's) / Method of Procedures (MOPs) with a focus on network/systems infrastructure troubleshooting and reporting.- Primary responsibilities include but are not limited to remote monitoring and management (RMM), recording, and resolving customer issues in a timely manner utilizing the provided software toolsets.- Typical solutions being supported include Cloud Fundamentals (Azure, AWS), Windows Servers, Linux Servers, Backups, DRaaS, VDI, DaaS, EUC, Storage, and networking devices (switches, routers, and firewalls).- Duties will include training development and delivery, knowledge and process contributions, chronic case management, and incident management.- Senior technicians will provide ongoing technical training and process instruction to members of staff.- Senior technicians will be responsible to Configure and Administer RMM tools and defining SOPs to Setup RMM across supported systems.- Ability to navigate and follow guides, SOPs, and playbooks/runbooks.- Work customer outages, service degradations, alerts with basic triage, and fraud events.- Pursue and escalate with carriers/vendors hourly, every two hours, etc.
depending on the ticket priority.- Update clients/customers hourly, every two hours, etc.
depending on ticket priority.- Device management at a Tier 1 level based on guides/MOPs provided in the knowledge base.- Platform management at a Tier 1 level based on guides/MOPs provided in the knowledge base.
**What You Bring To The Team**- 3+ years of technical support experience in a customer-facing IT service organization- Prior experience in a Level 2 or higher technical escalation role- Cloud Fundamentals certification desired- Microsoft MCP or MCSA certifications desired- Cisco CCENT or CCNA certification a plus- VMWare vSphere or other virtual machine support experience a plus- Network monitoring dashboard experience; OpsRamp, Data Dog, SolarWinds, Dynatrace, Nagios or similar platforms- Endpoint administration experience for security, patch, and backup management.- TrendMicro, McAfee, Ivanti, Acronis, or similar management software- Use of ServiceNow and incident management- Use of Monitoring tools - New Relic, Nectus, and OpsRamp.- Exceptional written and verbal communication skills**Requirements**:- Bachelor's degree and/or comparable work experience troubleshooting servers, data network issues, NOC or TAC preferred.- In an English-speaking environment, excellent verbal and written communication skills.- Ability to multitask and prioritize work in a fast-paced environment- Understanding of Cloud Security Groups, ACLs, firewalls, routers, switches, WAPs.- Understanding of TCP/IP, subnetting and the OSI model- Must be open to work in a 24/7 rotating shifts including weekends