Help Desk Support Engineer in COLOMBIA

Join the Samana Group Team!

Samana Group is a dynamic and growing organization committed to delivering exceptional IT solutions and Managed Services to our valued clients. We are seeking a talented and motivated Virtualization & Cloud Service Desk Engineer Level 1 to join our dedicated support team. In this role, you will play a key role in ensuring our clients' success by providing expert technical assistance and resolving issues, as well as infrastructure maintenance related to their cloud environments, software applications, cloud services, and network infrastructure.

What You'll Do:

• Provide timely and effective technical support to Samana Group clients via phone, email, and remote access tools.
• Diagnose and resolve complex technical issues related to VDI environments (Citrix, VMware, etc.), software applications, cloud platforms (AWS, Azure, etc.), and network connectivity.
• Proactively monitor client systems to identify and address potential problems before they impact end-users.
• Meticulously document all support interactions and resolutions in our ticketing system.
• Collaborate with internal engineering teams to escalate and resolve critical incidents.
• Stay abreast of the latest technologies and industry best practices to ensure we deliver cutting-edge support.

What You'll Need:

• A minimum of 2 years of experience providing technical support in a professional environment.
• In-depth knowledge of VDI technologies, including Citrix Virtual Apps and Desktops, VMware Horizon, or similar platforms.
• Strong understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.).
• Proven experience troubleshooting software applications in a Windows environment.
• Familiarity with cloud computing platforms (AWS, Azure, Google Cloud) is highly desirable.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Why Samana Group?

• Competitive Compensation: We offer a competitive salary and benefits package.
• Remote Work Flexibility: Enjoy the freedom and flexibility of a fully remote position.
• Professional Growth: We provide opportunities for continuous learning and development.
• Collaborative Culture: Be part of a supportive and collaborative team environment.
• Make a Real Impact: Contribute directly to the success of our clients and the growth of Samana Group.

Salary: $1,000 - $1,800 USD per month (commensurate with experience, certifications and skillsets)