Help Desk Engineer (MSP)

Our client is a high-growth Managed Services Provider (MSP) and Managed Security Services Provider (MSSP) delivering IT, cloud, and security solutions to a wide range of clients. We help organizations operate securely, efficiently, and in alignment with industry and regulatory expectations.

As a Tier 2 Service Desk Engineer, you will provide timely support to resolve technical issues and ensure customer satisfaction. This role is crucial in maintaining high levels of client productivity and minimizing downtime. This is a fully remote position.

With our client, culture is foundational. We seek individuals who embody and reinforce our core values:

• Service – Leading with empathy and care
• Fortitude – Reliability and consistency in execution
• Accountability – Ownership, trust, and integrity
• Agility – Adaptability in a changing environment
• Innovation – Curiosity paired with execution
• Passion – Commitment to excellence
• Freedom – Balance, wellness, and sustainability
• Team – Investing in collective success

What you'll do:

• Provide prompt and courteous technical support to clients via phone, email, remote access tools, or onsite visits.
• Diagnose, troubleshoot, and resolve a wide range of hardware, software, and network issues in an efficient and customer-focused manner.
• Escalate complex technical issues to Tier 3 or specialized support teams when necessary, maintaining ownership and ensuring timely resolution.
• Respond to end-user requests for technical assistance, documenting all support interactions, actions taken, and final resolutions within the ticketing system.
• Perform system administration tasks including user account setup, password resets, and software installations or upgrades.
• Maintain accurate and up-to-date documentation of IT assets, software licenses, configurations, and vendor contracts.
• Proactively monitor client systems and networks to identify and resolve potential issues before they impact operations.
• Build and maintain strong client relationships by delivering exceptional service, understanding their business needs, and providing proactive recommendations.
• Serve as a trusted advisor to clients, offering guidance on technology solutions, system improvements, and IT strategy.
• Collaborate closely with team members to share technical knowledge, support cross-training, and continuously improve service delivery processes.
• Participate in ongoing training and professional development to stay current with emerging technologies, tools, and best practices.
• Ensure adherence to operational service levels and quality standards, meeting all response and resolution time commitments.
• Utilize internal knowledge bases, documentation, and diagnostic tools to research and deliver effective solutions.
• Advise users on best practices to prevent recurring issues and promote more efficient system usage.
• Support installation, configuration, and maintenance of hardware, software, and peripheral devices as needed.
• Operate independently within established procedures while applying sound judgment and technical expertise to complex issues.
• Other duties as assigned.

Requirements

• Proven experience in a technical support role, preferably in an MSP or IT service environment.
• Strong troubleshooting and problem-solving skills with the ability to think critically under pressure.
• Proficiency with Microsoft Windows operating systems and common business applications.
• Expert understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Excellent communication skills, both verbal and written, with a customer-focused approach.
• Ability to listen, speak, read, and write in English proficiently.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Detail-oriented with a focus on accuracy and thoroughness
• Must have English Proficiency (C1+)
• Must be located in LATAM.

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!