IT Help Desk Technician II (MSP)
Location: Guaynabo, PR
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Help Desk Technician II (MSP) Job OverviewWe are seeking a skilled IT Help Desk Technician II (MSP) for a full-time, fully remote role supporting a managed service provider. This position is ideal for a technology professional who excels in troubleshooting, technical support, and client communication. The role requires demonstrated experience in IT support and a strong ability to address a variety of hardware, software, and network issues. As a bilingual (English/Spanish) professional, you will work closely with clients to deliver solutions that optimize their business technology infrastructure. While this role is fully remote, it supports clients located in Guaynabo, PR, a vibrant area known for its growing business and technology sectors.
Responsibilities- Collaborate with sales teams to provide both pre-sales and post-sales technical support, including participation in discovery meetings, site visits, proposal creation, presentations, technical assessments, and ongoing account management.
- Deploy and manage Windows Servers and Active Directory environments to ensure optimal network performance and security.
- Design and implement Local Area Networks (LANs) tailored to client requirements.
- Monitor and maintain network security protocols to protect client data and systems.
- Optimize and maintain network software and hardware for reliability and efficiency.
- Build, deploy, and manage file servers as well as cloud computing solutions to enhance business productivity.
- Configure and deploy VOIP (Voice over Internet Protocol) solutions for business communication needs.
- Troubleshoot and resolve network infrastructure issues, ensuring minimal downtime for clients.
- Administer Microsoft Exchange Server environments to support client communication systems.
- Support and manage telephone solutions as part of unified communications strategies.
- Monitor alert systems and take appropriate actions according to established guidelines.
- Interpret and respond to system event logs to facilitate timely repairs and maintenance.
- Receive and resolve escalated service requests that require advanced technical expertise.
- Coordinate new user onboarding processes, ensuring smooth integration into client systems.
- Demonstrated fluency in English and Spanish, both oral and written, to effectively communicate with a diverse client base.
- At least 4 years of hands-on experience configuring, troubleshooting, and repairing network equipment, Windows servers, workstations, Exchange servers, and Active Directory.
- 2-3 years of experience in a client-facing environment, such as sales engineering or technical account management.
- Outstanding verbal and written communication skills, with the ability to understand and address client business and technical issues.
- Strong organizational and time-management skills to manage multiple tasks and priorities.
- Experience drafting proposals and implementing technical solutions to align with client business needs.
- Proven ability to work independently as well as collaboratively within a team environment.
- Solid understanding of technology and business productivity systems, with an ability to explain technical concepts to non-technical clients.
- Familiarity with remote monitoring and management (RMM) tools is an advantage.
- Exceptional problem-solving skills, customer service orientation, and capacity to multitask under pressure.
- Sales training experience is considered a plus.
- Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
- CompTIA Network+ and/or CompTIA Security+ certifications.
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate), MCSE (Microsoft Certified Systems Engineer/Solutions Expert), or MCITP (Microsoft Certified IT Professional).
- Cisco certifications such as CCNA (Cisco Certified Network Associate) or CCIE (Cisco Certified Internetwork Expert).
This full-time IT Help Desk Technician II (MSP) role offers challenging work, avenues for professional growth, a collaborative work environment, and continuous training opportunities. Supporting clients in Guaynabo, PR, you will be part of a team that values innovation and customer satisfaction while working remotely from anywhere.