What would you do:
Provide technical support and resolve incidents reported by our clients in Mexico and the US.

Follow up on tickets assigned through Zendesk (ticketing system).

Support focused on "first call" resolution (preferably).

Escalate incidents quickly and efficiently according to SLAs.

Create Active Directory accounts.

Support with virtual machines hosted on Horizon.

Provide proactive maintenance on clients' workstations as instructed.

Requirements:
Previous experience in a similar position

Management of Active Directory

Administration of File Servers

Basic knowledge of Virtual Machines (Thin clients)

Licensing Adobe, Office365, etc.

Basic firewall management

Management of Office 365 / Exchange server

Basic knowledge of Telephony





Knowledge of tools to detect problems with workstations

Basic knowledge of anti-spam

Basic knowledge in Virtualization (VMware / HyperV)

Handling of TCP/IP and PCoIP protocols

Basic knowledge in Terminal Server management (RDS Servers)

Knowledge of ticket systems SLAs

Management of Print Servers

Knowledge in 2FA

Basic knowledge of group policy management

Familiarity with Google Workspace

Needed:
Customer Service knowledge

English: B2

Work Location: In person

Pay: $18,000.00 - $23,000.00 per month

Work Location: In person

📌 Tier 1 IT Support (Zona Urbana Rio Tijuana)
🏢 Enteracloud Mx
📍 Zona Urbana Rio Tijuana