Remote Otter LogoRemoteOtter

Service Desk Engineer - Remote

Posted 1 week ago
DevOps / Sysadmin
Full Time
Worldwide
Level 1 Technical Support
Windows 10
Active Directory
SCCM
VMware
Citrix
ITSM Tools
Ivanti
ServiceNow
Network Troubleshooting

Overview

An overview paragraph about the job

In Short

  • Provide Level 1 technical support (phone/email/chat) for laptops, desktops, printers, and applications (Windows 10, MS Office, VPN, etc.).
  • Troubleshoot and resolve issues related to Active Directory (password resets, account provisioning), VMware/Citrix, SCCM/SCOM, and remote desktop connectivity.
  • Manage ITSM ticketing systems (Ivanti, ServiceNow) for incident logging, routing, and resolution follow-up.
  • Execute SCCM patch deployments, software installations, and Windows OS buildouts.
  • Create SOPs and Knowledge Base articles for recurring issues and mentor junior team members.

Requirements

  • 2-3 years of phone support experience + 3+ years of Windows Service Desk expertise.
  • Proficiency in Windows 10/Server 2019, Active Directory, SCCM/SCOM, and VMware/Citrix.
  • Experience with ITSM tools (Ivanti, ServiceNow) and remote support applications.
  • Basic knowledge of scripting, web applications, and network troubleshooting (VPN, DNS).
  • Fluency in Spanish and Advanced English (written/oral).
  • Availability for night shift (1 AM – 9 AM CST, Mexico City time).

Benefits

  • Join an award-winning employer.
  • Explore all job openings.
Sequoia Connect logo

Sequoia Connect

Sequoia Connect is an innovative platform dedicated to enhancing community management, monetization, and growth. It provides a comprehensive suite of modular tools that streamline operations for group leaders and event organizers, facilitating efficient management of memberships, events, and content delivery. By integrating various community management functions into a single user-friendly platform, Sequoia Connect empowers community leaders to focus on delivering value to their members, fostering engagement and a cohesive environment. The company supports creators, educators, and organizations in cultivating vibrant communities, while offering a collaborative work environment that values creativity and continuous improvement.

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