Helpdesk Engineer for an IT Services Company

About the Position

Helpdesk Engineer for an IT Services Company

Is This YOU? Then We Want to Meet You!

The Helpdesk Engineer is responsible for providing first-line technical support, monitoring client environments, responding to system alerts, troubleshooting technical issues, and ensuring the stability, security, and performance of IT systems. This role serves as a critical point of contact for clients, delivering exceptional customer service while maintaining accurate documentation and escalating issues when necessary.

Responsibilities

• Provide timely and professional technical support via phone, email, and ticketing systems.
• Monitor client environments and respond to alerts generated by network and systems monitoring tools.
• Troubleshoot and resolve Tier 1 hardware, software, network, and connectivity issues.
• Assist users with account access, password resets, cloud services, and application-related concerns.
• Escalate complex technical issues to higher-level support teams when appropriate.
• Investigate security alerts, incidents, and potential threats, escalating concerns as required.
• Coordinate with vendors and service providers regarding outages, service interruptions, and support requests.
• Administer and support managed IT services, including:
  • Backup and disaster recovery solutions
  • Antivirus and endpoint security platforms
  • Email security and spam filtering solutions
  • Patch management systems
  • DNS management
  • SSL certificate management
  • Disaster Recovery as a Service (DRaaS)
  • Firewall as a Service (FWaaS)
  • User onboarding and offboarding processes
• Maintain accurate documentation of support activities, client environments, issue resolutions, and communications.
• Track time, expenses, and work activities according to company procedures and SLAs.
• Maintain confidentiality of client, company, and employee information.
• Contribute to customer satisfaction, operational efficiency, and service excellence.

Requirements

• Experience in Information Technology, Helpdesk Support, NOC, MSP, or a related technical support role.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows operating systems and Microsoft 365 administration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting.
• Familiarity with Remote Monitoring and Management (RMM) tools and ticketing systems.
• Understanding of cybersecurity best practices and security incident response.
• Experience supporting desktop hardware, printers, peripherals, and end-user devices.
• Ability to document technical issues and resolutions clearly and accurately.

Soft Skills

• Excellent customer service and client communication skills.
• Strong verbal and written English communication.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively within a team.
• Customer-focused mindset with a commitment to service excellence.

Nice to Have

• Experience working in a Managed Service Provider (MSP) environment.
• Experience with cloud platforms such as Microsoft Azure or Google Workspace.
• Knowledge of backup, disaster recovery, and business continuity solutions.
• Familiarity with firewall management, endpoint security, and email security platforms.
• Experience with ConnectWise, Autotask, Zendesk, ServiceNow, Jira, or similar ticketing systems.
• Industry certifications such as: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certifications, ITIL Foundation, Cisco CCNA

We Offer

• Competitive salary: USD1,100+/month
• Full-time position
• Primarily remote work with flexibility to participate in on-call rotations and respond to critical incidents outside normal business hours.
• Fast-paced environment requiring the ability to manage multiple priorities while meeting SLA commitments.

About the Company

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

Working Conditions

• Full-time position.
• Ability to work in a 24/7 support environment, including evenings, weekends, holidays, or rotating shifts as needed.
• Primarily remote work with prolonged periods of sitting and computer use.
• Must maintain a reliable internet connection and professional remote work environment if working remotely.
• May be required to participate in on-call rotations and respond to critical incidents outside normal business hours.
• Fast-paced environment requiring the ability to manage multiple priorities while meeting SLA commitments.

Schedule

• Night shift schedule operating on a rotating bi-weekly pattern.
• Week 1: Wednesday, Thursday, Friday, and Saturday from 7:00 PM to 8:00 AM EST.
• Week 2: Wednesday, Thursday, and Friday from 7:00 PM to 8:00 AM EST.
• The schedule alternates between a four-day workweek and a three-day workweek on a recurring basis.
• Candidates must be available to work overnight shifts and maintain consistent attendance during scheduled hours.
• Flexibility to provide coverage during critical incidents, planned maintenance windows, or team scheduling adjustments may be required.

PLEASE FILL OUT THIS FORM: Skills Assessment Form

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

(only shortlisted candidates will be contacted)

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Location: Jamaica/Kingston Parish/Kingston