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IT Support Engineer Level 1

Excello Managua, Managua, Nicaragua · $10K–$12K/yr

Computer Games · 11-50 employees

3 d ago
support-engineer Junior (0-2 yrs) Full-time Nicaragua
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About the role

Provide first-line technical support for Windows devices, Microsoft 365, user accounts, printers, connectivity, and business applications, resolving common issues and escalating complex incidents. Document support work, assist with user administration and routine infrastructure tasks, monitor alerts, and contribute to internal knowledge resources.

What they look for

Windows Troubleshooting Microsoft 365 Active Directory Microsoft Entra ID TCP/IP DNS DHCP Wi-Fi Troubleshooting VPN Support Technical Support Ticketing Systems Remote-Support Tools Customer Service Technical Documentation Computer Hardware Incident Escalation

Requirements

Candidates should have at least one year of help desk, technical support, IT operations, or similar customer-facing experience, along with advanced English communication skills and working knowledge of Windows, Microsoft 365, Active Directory, hardware, and basic networking. A technical degree or university studies in a related field, relevant certifications, or equivalent hands-on experience is expected; customer-service skills, attention to detail, and willingness to learn are also important.

Full description

IT Support Engineer Level 1 Salary Range: US$800-US$1000 Schedule: 8:00 a.m. to 5:00 p.m. Eastern Time *On-site Availability

Position Summary

Excello BPO is looking for an IT Support Engineer to provide first-line technical support across multiple client environments. In this role, you’ll troubleshoot issues involving Microsoft 365, Windows Server, and network connectivity. You’ll also help maintain virtual servers, configure firewalls and VPNs, and keep clients informed while their tickets are open.

Key Responsibilities

  • Triage incoming tickets, assess the impact on users, and troubleshoot issues through remote support tools.
  • Support Microsoft 365, Active Directory, Azure, and Windows Server environments. Investigate sign-in, access, and permissions issues and document any changes you make.
  • Configure and troubleshoot firewalls and VPN connections. Isolate the cause of connectivity issues and verify that users can access the services they need.
  • Administer virtual servers in VMware environments and troubleshoot issues affecting availability or performance.
  • Run vulnerability scans, document findings, and contribute to disaster recovery plans for client systems.
  • Keep ticket records current. When escalating an issue, include the business impact, troubleshooting steps, and results so the next engineer can continue the investigation.
  • Communicate with clients in English, provide progress updates, and confirm that service has been restored before closing a ticket.

Qualifications

  • 2–3 years of experience in systems or network engineering or administration.
  • University degree in Information Technology, Computer Science, Systems Engineering, or a related field.
  • Hands-on experience supporting Microsoft 365, Active Directory, Azure, and Windows Server.
  • Practical experience configuring or troubleshooting firewalls, VPNs, and network connectivity.
  • Experience working with VMware virtual servers, remote support tools, and ticketing platforms such as ConnectWise, Kaseya, ServiceNow, or similar tools.
  • Excellent spoken and written English, including the ability to explain technical issues clearly to clients and document troubleshooting steps for other engineers.

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