- Serve as the Level 2 escalation point for technical issues beyond L1 and L2 scope
- Administer and troubleshoot Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune
- Manage and support Microsoft Azure services including AD, Virtual Machines, and cloud resources
- Configure, maintain, and troubleshoot SonicWall firewalls and network security appliances
- Administer and support Windows Server, including Active Directory, Group Policy, DNS, DHCP, and File Services
- Perform workstation setup, imaging, deployment, and troubleshooting for Windows 10/11
- Manage and troubleshoot DNS records and resolution issues
- Support and deploy EDR solutions
- Assist in managing BCDR platforms and verify backup integrity
- Assist with VoIP system administration and troubleshooting
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Communicate effectively with clients in fluent, professional English
- Track and manage tickets through the PSA/ticketing system with timely updates
Requirements
- 2+ years of experience in a Help Desk or IT Support role (Level 2 and equivalent)
- Hands‑on experience with Microsoft 365 Administration
- Working knowledge of Microsoft Azure (Azure AD, VMs, licensing)
- Experience configuring and maintaining SonicWall firewalls and VPNs
- Strong understanding of Windows Server administration (2016/2019/2022)
- Proficiency with DNS (A records, MX, CNAME, TTL, forward/reverse zones)
- Familiarity with EDR platforms (e.g., SentinelOne, CrowdStrike, Malwarebytes EDR)
- Experience with BCDR solutions (e.g., Veeam, Datto, Acronis)
- Excellent documentation and technical writing skills
- Fluent English — strong verbal and written communication required
- Experience with VoIP platforms (e.g., 3CX, RingCentral, Teams Voice)
- Relevant certifications: CompTIA Network+, Security+, Microsoft (MS‑900, AZ‑900, MD‑102)
- Experience working in a Managed Service Provider (MSP) environment
- Excellent troubleshooting, problem‑solving, and communication skills
- Proactive and organized approach to project management
- Ability to work independently and collaboratively in a remote setting
- Detail‑oriented mindset with a focus on accuracy and quality
- Ability to multitask and manage time effectively in a fast‑paced environment
- Ability to manage multiple projects and meet deadlines
- Strong documentation skills and attention to detail
- Must be based in the Dominican Republic
- Must have own computer with internet access
- Comfortable using Hubstaff time tracking software
- Must submit a 1.5–2 minute voice note in English for screening
Core Competencies
Demonstrates expertise in Microsoft 365 Administration, Azure services, and Windows Server management, with a strong focus on troubleshooting and technical documentation. Proficient in managing network security appliances and EDR solutions while effectively communicating with clients in fluent English.
Highest-signal resume keywords
- Microsoft 365 Administration
- Microsoft Azure Services
- Windows Server Administration
- SonicWall Firewall Configuration
- EDR Platform Familiarity
Hard Skills
- Technical Troubleshooting
- DNS Management
- BCDR Solutions
- VoIP System Administration
- Workstation Setup and Deployment
- Active Directory Management
- Group Policy Configuration
- File Services Administration
- Network Security Management
- Cloud Resource Management
Soft Skills
- Excellent Communication Skills
- Problem‑Solving
- Organizational Skills
- Attention to Detail
- Time Management
Certifications & Qualifications
- CompTIA Network+
- CompTIA Security+
- Microsoft MS-900
- Microsoft AZ-900
- Microsoft MD-102
Industry Keywords
- Help Desk Support
- IT Support
- Managed Service Provider
- Technical Documentation
- Remote Work
Tools & Technologies
- Microsoft 365
- Microsoft Azure
- SonicWall
- Windows 10/11
- EDR Platforms
- BCDR Solutions
- VoIP Platforms
- Hubstaff
#J-18808-Ljbffr
Information Technology Support Technician – Tier 2, Tier 3 Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
