Senior Service Desk Technician

About the role

SMS Datacenter is seeking a Senior Service Desk Technician to join its fully remote team. You will provide Level 2 and Level 3 support for desktop, system, and networking issues while mentoring junior staff and ensuring high‑quality service for English‑speaking customers.

Key responsibilities

• Deliver L2/L3 support with excellent customer service for users.
• Respond promptly to calls, emails, alerts, and tickets.
• Handle escalations, guide and train junior team members.
• Monitor ticket queues, take on projects, and address business needs.
• Execute maintenance tasks such as server reboots, backups, and regular checks.
• Troubleshoot desktop, system, and network issues across diverse client environments.
• Document work, issue status, and time entries accurately on tickets.
• Support additional projects and tasks as required.

Required profile

• Native or C2‑level English verbal and written communication.
• 4+ years of professional IT experience.
• 3+ years in systems and networking support or engineering, preferably in an MSP or multitenant setting.
• Strong experience administering Windows Active Directory, Group Policies, and various Windows operating systems.
• Proven expertise with Microsoft 365 or Exchange administration, migrations, and security.

Required skills

• Windows Active Directory
• Group Policy
• Microsoft 365
• Exchange
• Network device troubleshooting and configuration
• Desktop support
• Server maintenance (reboots, backups)

What we offer

• Long‑term, full‑time remote contract.
• Opportunity to work with a growing IT Managed Service Provider.
• Collaborative environment with experienced engineers.