Trifecta IT Solutions - IT Tech Support Representative
Trifecta IT Solutions - IT Tech Support Representative
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
ROLE SUMMARY
ABOUT THE COMPANY
ABOUT THE ROLE
The IT Tech Support Representative ensures that clients receive highquality technical support by handling troubleshooting system maintenance and issue resolution. This position involves monitoring IT tickets resolving technical problems efficiently and maintaining clear communication with clients. This is a fully remote opportunity to develop IT expertise while supporting a diverse range of business environments.
This position is perfect for someone who:
Has a logical and methodical approach to troubleshooting technical issues.
Communicates clearly and can explain technical concepts in a simple userfriendly way.
Stays organized and manages multiple tasks without losing attention to detail.
Takes ownership of assigned tasks and follows through to completion.
Works well independently but knows when to ask for help or escalate issues.
Is eager to continue learning and improving their IT knowledge and skills.
ROLE RESPONSIBILITIES
HELPDESK & TECHNICAL SUPPORT
- Monitor and respond to IT support tickets ensuring timely issue resolution.
- Provide remote troubleshooting and technical assistance to clients.
- Assist users with software hardware and networkrelated issues.
- Maintain clear and professional communication with clients regarding technical solutions.
SYSTEMS & NETWORK ADMINISTRATION
- Install configure and troubleshoot Windows Server and Workstation operating systems.
- Administer Office 365 accounts Active Directory and Group Policy Management.
- Manage DHCP DNS VLANs and domain configurations.
- Work with firewalls switches and other networking equipment to ensure optimal performance.
MONITORING & INCIDENT MANAGEMENT
- Proactively monitor IT systems for realtime errors and take appropriate action.
- Document and escalate unresolved technical issues to senior technicians.
- Participate in an oncall rotation for critical system alerts and support needs.
TOOLS & SECURITY MANAGEMENT
- Utilize Datto RMM AutoTask Datto BCDR or equivalent remote management tools.
- Ensure proper cybersecurity protocols are followed including endpoint security and firewall configurations.
Although the responsibilities outlined above will form the core focus of your role please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.
ROLE QUALIFICATIONS
REQUIRED QUALIFICATIONS
- 57 years of experience supporting endusers in a Managed Service Provider (MSP) environment.
- Strong knowledge of computers servers and networking with the ability to provide nontechnical explanations to clients.
- Proficiency in Windows Server Windows Workstations and Microsoft HyperV.
- Experience with Office 365 administration Active Directory and Group Policy Management.
- Understanding of DHCP DNS VLANs and firewall management.
- Familiarity with Datto RMM AutoTask Datto BCDR or equivalent remote management tools.
- Must have own webcam microphone and computer (relevant software and subscriptions provided).
- Excellent English verbal and written language proficiency (C1C2 on the CEFR scale).
- Access to a quiet work area at home with reliable internet 50 Mbps or more).
PREFERRED (NICETOHAVE) QUALIFICATIONS
- Experience supporting Mac OS X environments.
- Familiarity with cybersecurity best practices in an MSP setting.
- Strong organizational skills and ability to prioritize tasks effectively.
- Previous experience in a fully remote IT support role.
ROLE SPECIFICATIONS
- Base Salary: Q9500 base salary.
- Role type: Fulltime.
- Location: Guatemala (Remote Work from home).
- Schedule: Monday to Friday: 8:00 AM 5:00 PM PST.
RECRUITING PROCESS
- Application / Screening: When you apply for this position we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.
- Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.
- Skills Assessment Interview: This is a 60 min 90 min conversation where we further test your skills learn about your previous working experiences and evaluate culture fit to the role and company.
- Hiring Manager Final Interview: This is a 30 min 60 min conversation with the positions Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.
The entire process usually takes anywhere between 24 weeks to complete depending on the seniority of the position.
CONTACT US
If you have any questions or run into any complications while submitting your application please reach out to:
Employment Type
Full Time
