Helpdesk Agent (On-site, San Pedro Sula)

About the role

itel is hiring a Helpdesk Agent to work on site in San Pedro Sula. The agent oversees network components and manages the network by administering, monitoring, fixing and maintaining servers, endpoints, software, backup systems and other devices, using RMM software.

Key responsibilities

• Monitor the N-central RMM portal for alerts
• Provide installation, maintenance and troubleshooting for IT systems, devices and software
• Communicate professionally with the organization and end users by phone, email and chat
• Escalate issues when applicable
• Document service requests in internal database systems following strict guidelines
• Take part in company meetings and trainings, and join special projects and other duties as required

Required profile

• General education, vocational training and/or on-the-job training; accredited IT-related certifications are typical, and an accredited IT-related bachelor's degree is preferred
• Ability to handle complex assignments independently with initiative
• Good time management and prioritisation skills
• Customer service orientation and strong written and verbal communication skills

Required skills

• Installation, setup, maintenance and troubleshooting of desktops, laptops, tablets, small business servers, switches, routers, firewalls and access points
• Windows desktop and server operating systems, data backup systems, productivity software, email, web browsing and security software
• Domain and user account management, network connectivity and wireless access issues, updates, patches, virus and malware removal
• Typical: Microsoft Office, Outlook, ticketing and CRM databases, remote access and call center systems
• Preferred: N-able RMM, MSP Backup, LogMeIn Rescue, Bomgar, WatchGuard, Synology NAS, Ubiquiti, AVG, Webroot, AV Defender