IT Administrator Guatemala City

AIMS360 is looking for top IT talent to join our growing team. As a systems admin you will initially start out on our hardware/software helpdesk and progress to more complex problem solving. Your day to day will vary and may include the following:

• Identify diagnose and resolve customerreported issues covering customer IT infrastructure.
• Provide oneonone enduser problem resolution over the phone and via remote access.
• Perform routine preventative maintenance on IT equipment including but not limited to:
  firewalls servers (hosts and virtual onpremises and cloud) network equipment laptops printers.
• Document all technical procedures and user guides including configuration implementation and asset documentation of IT hardware and processes.
• Participate in oncall rotation for escalation of issues.
• Perform network and workstation hardware installation maintenance and upgrades coordinating with staff customers and vendors.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Audit help desk tickets and ensure established service levels are being met.
• Support VOIP System which includes softphones mobile app and physical phones.
• Maintain working knowledge of customer specific IT applications including but not limited to Carbon Black ManageEngine Patch Manager Microsoft Intune and similar products.
• Office 365 Management and troubleshooting.
• Create reports of vulnerable systems and Helpdesk metrics.

Our ideal candidate:

• Associates degree bachelors degree or workrelated experience.
• 5 years of handson experience in Help Desk support for office users and remote environments.
• Exceptional handson and phone customer service skills allowing for a positive customer service experience with endusers/customers.
• Knowledge of Windows and Mac OS Windows Server HyperV firewalls and routers.
• Knowledge of the following technologies/vendors: Microsoft Office Suite / Office 365 and Active Directory
• Knowledge of the following Microsoft Azure cloud services and Virtual machines
• Ability to work in a team and communicate effectively
• Fluency in English

Bonus points if you have:

• Certifications in PC/Server related areas such as A Network Microsoft Certified Professional (MCP) Microsoft Technology Associate (MTA).
• Experience with PowerShell or other scripting language.
• Solid understanding of fundamental network design and operation