IT helpdesk engineer (Latin America, remote)
Job opportunity at Acclaro. Apply today.
About:
Acclaro is the trusted partner to some of the world’s biggest brands and fastest-growing global companies. It’s our mission to harness the powerful combination of human expertise and cutting-edge technology, putting brands into the heads, hearts, and hands of people everywhere.
Our AI-powered business management and language platform, WordsOnline, ensures a faster time to market with measurable results. Our global team and community of language, country, and technology experts leverage their knowledge to craft localization strategies that help our customers succeed in any market.
Description:
The IT helpdesk engineer will be responsible for handling IT incidents and service requests in a professional and timely manner. This role requires a professional with a passion for IT to remotely support queries, take ownership of tickets raised via the helpdesk, and escalate issues when necessary. Responsibilities include procuring, configuring, installing, supporting, and maintaining IT infrastructure, as well as researching, diagnosing, troubleshooting, and identifying solutions to resolve issues, all while maintaining a high degree of customer service.
The Engineer will work collaboratively with a global IT team to ensure the efficient operation of the company’s IT environment. Additionally, they will liaise with third-party support and vendors as needed to resolve issues and maintain smooth IT operations across the organization.
Location: Latin America (remote)
Time Zone Coverage: PST
Reports to: IT Manager
Responsibilities:
- Provide global remote user support by undertaking initial triage and 1st and 2nd line support in accordance with internal processes and policies, aligned to ITIL principles for Incident and Service Request management
- Build, configure, and deploy laptops, desktops, mobiles, and potentially other hardware as needed (Windows 10/11, MacOS, iOS, Android)
- Undertake initial troubleshooting of hardware and software problems, primarily with end-user-compute (EUC), but also extending to networking, server, and storage infrastructure
- Facilitate smooth and professional onboarding and offboarding processes, supporting changes in roles, and adjusting access requirements and account changes as needed
- Administer user accounts within our Microsoft 365 environment as well as other platforms managed by the IT team
- Perform routine maintenance tasks such as backup monitoring, restore testing, deploying updates (OS or applications), and managing licenses and support contracts for hardware and software
- Ensure accurate asset management at all times
- Proactively identify and leverage opportunities for improvement
- Provide support for projects as required
- Document and update how-to guides, solution articles, and ensure documentation is always kept up to date
- Escalate issues as required if they cannot be resolved
- Occasionally resolve critical incidents outside of standard operating hours
Requirements:
- 3+ years of experience as an IT Helpdesk Support Specialist
- Bachelor’s Degree in Technology, Computer Science, or a related field, or equivalent military or professional experience
- Full professional proficiency in English
- Experience working with ticketing (ITSM) systems
- Advanced understanding of Microsoft 365 apps and services
- Networking knowledge including TCP/IP, DHCP, DNS, Firewall, VLAN, VPN
- Knowledge of Active Directory/Entra ID including ADUC, Group Policies, and user & group management
- Experience supporting and maintaining Windows 10/11 and Windows Server 2016+
- Understanding of security best practices, technologies, and solutions
- Calm under pressure and professional at all times
- Effective multi-tasking and time-management skills, with the ability to prioritize tasks
- Strong troubleshooting and problem-solving skills, with the ability to take initiative and work independently as well as part of a team
- Service-oriented mindset
Desirable:
- Helpdesk certification, such as Microsoft Certified Professional
- Experience with Intune
- Experience with Linux (Debian/Ubuntu/CentOS)
- Experience with Google Workspace
- Familiarity with VMware, Azure, or AWS
- Understanding of ITIL principles
Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.
