Teams at Software Estratégico

Provides Tier 1 IT support through phone, chat, and email; manages tickets, resolves basic technical issues, performs password resets, troubleshoots Windows computers and peripherals, documents solutions, and escalates complex incidents. Supports user accounts, knowledge-base resources, and IT projects while delivering strong customer service.

Provide Level 2 technical support for Mac/macOS devices, Google Workspace or Microsoft 365, SaaS applications, networks, security tools, and client environments. Responsibilities include troubleshooting escalated incidents, administering accounts and devices, supporting MDM and onboarding, resolving VPN and firewall issues, responding to security alerts, documenting procedures, and managing tickets. The role emphasizes independent problem-solving, MSP experience, proactive client communication, and excellent customer service for remote and hybrid workforces.

Monitor, diagnose, and resolve customer IT infrastructure issues across servers, networks, Microsoft 365, SonicWall appliances, virtualization, backups, cloud, and on-premises environments. Provide customer support, assist Tier 1 engineers, perform root cause analysis, respond to alerts, document incidents, escalate complex issues, and support SLA performance.