Managed Services Specialist

About the role

SMS Datacenter is seeking a Managed Services Specialist to join its Service Desk team. This fully remote, long‑term contract position supports English‑speaking customers across South America, providing advanced troubleshooting for desktops, servers, and network devices.

Key responsibilities

• Deliver Level 3 support with high‑quality customer service, handling calls, emails, alerts, and tickets promptly.
• Escalate complex issues to engineering teams and mentor junior staff.
• Monitor ticket queues, proactively address incidents, and execute maintenance tasks such as server reboots and backups.
• Document all actions, issue status, and time entries accurately in the ticketing system.
• Participate in projects and ad‑hoc tasks to meet client and business needs.

Required profile

• Fluent English communication (C1 minimum, C2 preferred).
• 4+ years of professional IT experience, including at least 2 years in Level 2/3 support.
• 3+ years of combined systems and networking support experience, preferably in an MSP or multitenant environment.
• Strong problem‑solving attitude and willingness to continuously learn.

Required skills

• Windows operating system administration.
• Active Directory management.
• Network device troubleshooting and configuration.
• Server maintenance, including reboots and backup procedures.
• Ticketing system usage and documentation.