IT Client Manager in CHILE

Important Notes:

• This is a fully remote, full-time, long-term position which will be supporting users in the UTC-8 time zone. Please only apply if you can commit to working Monday through Friday on afternoons and evenings, 1 PM - 10 PM UTC-3 each day.
• Fluent English verbal and written communication are required (C2-level), as you will be working with English customers and coworkers. You must apply with an English resume/CV to be considered for this position.

Company

SMS Datacenter is a growing IT MSP for Managed Services, Colocation, Networking, Private Managed Cloud, and Help Desk. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, supporting users’ workstations, infrastructures, and networks so they can focus on succeeding in their own jobs. If you enjoy intense days of helping users and working with fellow IT professionals to solve problems and create long-term solutions, then apply to join the team!

Description

We are looking for the right IT Client Manager to join our team, who excels at both technical account management and IT support. This position does not have any direct reports; you will work together with Help Desk technicians, network and systems engineers, and other professionals to provide excellent IT support for a group of clients. You will be accountable for rapid ticket resolution, timely project completion, and long-term customer satisfaction. True success in this role comes from not just being an excellent troubleshooter yourself, but from documenting, organizing, and conveying information to give your fellow technicians and engineers the tools and knowledge they need to be effective.

Who you should be:

• A level 3 technical support generalist or engineer who has strong desktop support and systems experience
• Someone who loves interacting with users and coworkers and developing long-term working relationships built on trust in your care, skills, responsiveness, and execution
• A great team player who takes responsibility and accountability for your customers' well-being, and works effectively alone and with others to build and maintain customer trust
• Self-managing, able to manage your own time, tickets, customers, and projects with little supervision, and are comfortable with navigating through ambiguity and prioritizing needs to get tasks done
• Highly proactive and organized in documenting processes, procedures, trainings, and other information on your clients which team members can quickly refer to

Responsibilities:

• Provide Level 3 support and excellent customer service for your clients, building a long-term professional relationship of reliability and trust
• Take on escalations, providing guidance and training to junior team members
• Effectively troubleshoot IT-related issues in multiple unique client environments
• Analyze environments, understand customers' needs and risks, and recommend solutions
• Communicate regularly with points of contact and team members; respond to internal and customer questions and requests promptly, acting on needs or delegating to appropriate teams
• Maintain complete documentation of assigned customers' environments
• Document all work done, issue/project status, and time entries on tickets daily
• Help manage and execute projects involving specialists and technicians, and actively provide status updates
• Perform other job-related duties as necessary

Skills Required:

• Fluent English verbal and written communication
• Level 3 desktop support
• 5+ years of combined experience in roles involving systems and networking support or engineering, preferably for an MSP or other multitenant environment
• Administration of Windows Active Directory, Group Policies, and various Windows OSes and platforms
• O365 or Exchange administration, migrations, and security
• General networking knowledge preferred including TCP/IP, Layer 2 (VLAN), WAPs, 802.11x including DNS and DHCP

Nice to Haves (Any):

• Project management or solutions implementation experience
• Routing and switching configuration, firewalling basics
• Cloud computing, virtual desktops infrastructures, and hosted infrastructures
• VMware experience and/or certifications (vSphere, ESXi, vCenter)
• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
• VoIP migration experience
• Backup and data recovery technologies experience (Veeam, Rubrix, etc).
• Experience working with software licensing and software partners.
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
• Knowledge of cyber security technologies (AV, DNS, Web filtering, Firewalls, VPNs, Encryption)