VTech Dealer IT

Compensation

Full Description

Open to candidates located in Colombia and the Philippines. Requirements • CompTIA A+, Network+, or equivalent technical certification is REQUIRED (or equivalent professional experience demonstrating equivalent knowledge). • Minimum 4+ years of professional IT support experience, with at least 1 year in a Tier 2 or escalation support role. • Proven experience in technical troubleshooting, incident management, and resolution of complex IT issues. • Strong knowledge of Windows and Linux system administration, including Active Directory, user management, and permissions. • Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and network troubleshooting. • Hands-on experience with Microsoft 365 (Exchange Online, SharePoint, Teams) and cloud infrastructure. • Proficiency in IT support tools including remote access software, ticketing systems, and system monitoring platforms. • Excellent analytical, problem-solving, communication, and interpersonal skills. • Ability to prioritize multiple tickets, manage time effectively, and work independently in a fast-paced environment. • Bachelor's degree in computer science, Information Technology, or a related field (or equivalent professional work experience). • English C1 – C2 Desired Qualifications • Experience with Remote Monitoring and Management (RMM) tools such as ConnectWise Automate, NinjaRMM, or similar platforms. • Familiarity with Managed Extended Detection and Response (MXDR) or endpoint security solutions. • Experience with IT Service Management (ITSM) frameworks such as ITIL. • Knowledge of server virtualization platforms such as VMware, Hyper-V, or KVM. • Experience with backup and disaster recovery solutions. • Auto dealership or managed service provider (MSP) environment experience is a plus. Responsibilities • Serve as the primary escalation point for the help desk team, handling complex, unresolved, and high-priority technical tickets. • Troubleshoot and resolve escalated incidents affecting Windows and Linux systems, networking, Microsoft 365, endpoint devices, and system infrastructure. • Perform comprehensive root cause analysis and implement long-term, sustainable technical solutions. • Take ownership of customer incidents through completion, ensuring customer satisfaction and proper closure. • Maintain accurate, detailed documentation and timely updates of all assigned tickets within the ticketing system. • Create and maintain comprehensive knowledge base articles, troubleshooting guides, and technical documentation. • Identify and document recurring issues, patterns, and trends to propose process improvements and automation opportunities. • Monitor and maintain strict compliance with Service Level Agreements (SLAs) for all assigned tickets. • Provide technical mentorship and guidance to Tier 1 support staff, assisting with complex issues and skill development by creating SOPs. • Configure, troubleshoot, and maintain system infrastructure components including servers, network devices, and user endpoints. • Assist with system administration tasks including server configuration, user account management, permissions, and backup/recovery operations. • Troubleshoot network connectivity issues and optimize system and application performance. • Implement and enforce IT security policies, procedures, and best practices. • Monitor system logs and network traffic for potential security threats and respond to security incidents. • Collaborate with system administrators, security analysts, and technical teams to ensure seamless infrastructure integration. • Lead and collaborate on infrastructure improvement projects and technical initiatives. • Support overflow and backlog tasks to maintain smooth operational workflows across the SysOps team. • Stay updated with industry trends, emerging technologies, and best practices in IT support and infrastructure management.