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Posted 10 months ago
Requirements and responsibilities
At Softgic, we work with the coolest, with those who build, with those who love what they do, with those who have a 100% attitude, because that's our #Cooltura. Join our purpose of making life easier with technology, and be part of our team as a NOC Engineer.
✅ Requirements:
- Bachelor’s degree in Computer Science, Information Systems, or related field — OR — an additional year of relevant IT work experience.
- Minimum of two (2) years of hands-on IT support experience.
- Proven knowledge of systems troubleshooting, support methodologies, and IT best practices.
- Strong troubleshooting and analytical thinking.
- Excellent communication and customer service skills.
- Ability to handle technical escalations and explain solutions to non-technical users.
- Comfortable working under pressure and managing multiple priorities.
- Initiative to act independently and proactively resolve issues.
Experience using and supporting:
- Microsoft Office 365 and Windows Server.
- SonicWall (physical/virtual).
- Virtualization platforms (e.g., VMware).
- Backup and disaster recovery tools.
- Antivirus/antispam/email archiving platforms.
🧾 Recommended Certifications (a strong plus):
- Microsoft (MCSA / MCSE – Cloud Platform, Productivity).
- CompTIA A+, Network+.
- Cisco (CCNA).
- VMWare (VCP).
🌟 ON-SITE ROLE (LATAM) 🎯
🛠️ Responsibilities:
- Provide multi-channel technical support (phone, email, ticketing system) to clients.
- Troubleshoot technical issues across a wide range of technologies: servers, desktops, mobile devices, cloud platforms, and networking hardware.
- Perform root cause analysis and resolve recurring IT issues.
- Respond to system alerts and client service requests in a timely manner.
- Support Tier 1 engineers and provide mentoring when needed.
- Administer and support managed tools and platforms (e.g., Office 365, antivirus, backup systems).
- Perform system configuration, updates, and optimization.
- Accurately document all client interactions, troubleshooting steps, and outcomes.
- Escalate complex or high-priority issues to appropriate subject matter experts.
- Contribute to process improvement and service documentation development.
- Maintain accurate time tracking for service metrics and performance SLAs.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)