Desktop Support Technician

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October 15

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Softgic

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Cloud • Cybersecurity • Artificial Intelligence

Softgic is a technology company focused on driving digital and cognitive transformation for its clients. With over 12 years of experience, Softgic provides innovative and tailored solutions across various areas, including software development, cloud data security, the metaverse, and automation. Their approach combines design, coding, and implementation to enhance business processes and ensure security and efficiency in technological infrastructure.

51 - 200 employees

Founded 2011

🔒 Cybersecurity

🤖 Artificial Intelligence

📋 Description

• Provide advanced technical support to resolve incidents related to hardware, software, and networks, managing escalated tickets effectively and efficiently. • Collaborate in the maintenance, monitoring, and optimization of clients’ IT environments, including servers, networks, and security systems. • Implement and maintain cybersecurity measures such as firewalls, antivirus solutions, encryption, and intrusion detection or prevention systems. • Communicate clearly and professionally with clients, providing guidance and technical assistance to ensure satisfaction and proper system functioning. • Maintain accurate records of incidents, solutions, and system configurations for quality control and future reference. • Work closely with Level 1 Support Engineers and other IT teams to ensure effective issue resolution and knowledge transfer, supporting and mentoring junior staff. • Manage and prioritize multiple incidents and service requests, escalating cases when necessary. • Stay current with technology trends, tools, and industry best practices to continuously improve service quality.

🎯 Requirements

• Proven experience in a Level 1 or Level 2 IT Support role, preferably in a Managed Service Provider (MSP) environment. • Strong knowledge of Windows and/or Linux operating systems, network configuration, and server management. • Hands-on experience with cybersecurity tools and protocols, including firewalls, antivirus, encryption, and incident response. • Familiarity with cloud platforms such as AWS or Azure, and virtualization technologies (VMware, Hyper-V). • Excellent analytical, problem-solving, and communication skills. • Ability to work under pressure and manage multiple priorities. • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. • Preferred Certifications: CompTIA Security+, Network+, CCNA, MCSA, or equivalent.