Support Engineer

This is a remote position.

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 Support Engineer.

Compensation:
USD 1.7K - 2K/month.

Location:
Remote (anywhere).

Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

• Deliver quality products and services.
  
• Achieve the satisfaction of our internal and external clients.
  
• Encourage in our team the importance of training to grow professionally and personally through development plans.
  
• Comply with the applicable legal and regulatory requirements.
  
• Promote continuous improvement of the quality management system.
  

What makes you a strong candidate:

• You are proficient in IT support, Linux server, AWS, and Windows Server.
  
• English - Native or fully fluent.
  

Responsibilities and more:

• Technical Support: Provide advanced technical support for hardware, software, and network-related issues. Troubleshoot and resolve escalated incidents effectively and efficiently.
  
• System Administration: Assist with the maintenance, monitoring, and optimization of client IT environments, including servers, networks, and security systems.
  
• Security Focus: Implement, manage, and support cybersecurity measures to protect client systems and data, including firewalls, antivirus solutions, and intrusion detection systems.
  
• Client Interaction: Communicate clearly and effectively with clients, providing guidance and technical assistance as needed to ensure client satisfaction and system usability.
  
• Documentation: Maintain detailed and accurate documentation of issues, solutions, and client interactions for future reference and quality control.
  
• Collaboration: Work closely with Level 1 Support Engineers and other IT teams to ensure thorough understanding and resolution of technical issues. Assist with training and development of junior staff.
  
• Incident Management: Manage and prioritize multiple incidents and service requests, escalating to higher levels when necessary.Continuous Improvement: Stay updated with the latest industry trends and technologies to enhance your skills and improve the services provided to clients.
  

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  
• Proven experience in a Level 1 or Level 2 IT support role, preferably within a Managed Service Provider environment.
  
• Strong understanding of Windows and/or Linux operating systems, network configurations, and server management.
  
• Experience with cybersecurity protocols and tools, including firewalls, encryption, and incident response.
  
• Familiarity with cloud services (e.g., AWS, Azure) and virtualization technologies is a plus.
  
• Excellent problem-solving skills and the ability to work well under pressure.
  
• Strong communication skills, both verbal and written, with an emphasis on thoroughness and clarity.
  
• Relevant certifications such as CompTIA Security+, Network+, CCNA, or MCSA are highly desirable.
  

Benefits

• We're certified as a Great Place to Work.
  
• Opportunities for advancement and growth.
  
• Paid time off.
  
• Formal education and certifications support.
  
• Benefits with partner companies.
  
• Referral program.
  
• ​Flexible working hours.