Job Title: Help Desk Engineer – Level 2

Location: Remote in Argentina (Availability required: 9:00 AM – 5:00 PM EST)
Employment Type: Full-Time Contractor
Seniority Level: Mid-Level
On-Call: As needed
Reports To: VP of Support

Role Overview

We are seeking a Help Desk Engineer – Level 2 to join our growing support team. This role combines traditional help desk responsibilities with a strong focus on Linux server administration and scripting.

You will act as an escalation point for Level 1 issues while also handling incoming support tickets. The position requires experience supporting end users, managing infrastructure, and administering Linux servers across multi-cloud environments (OVH, CloudKey, AWS, Azure).

This is a client-facing role, requiring strong English communication skills.

Key Responsibilities

Help Desk Support (Level 1 & Level 2)

• Handle Level 1 tickets: password resets, software installations, account issues, printers, and end-user support.
• Act as escalation point for Level 2 technical issues.
• Troubleshoot Windows and macOS devices, peripherals, and applications.
• Manage Active Directory, including users, groups, permissions, and policies.
• Support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Troubleshoot networking issues (DNS, DHCP, VPN, TCP/IP, Wi-Fi).
• Document incidents, resolutions, and communications in ticketing systems.
• Contribute to knowledge base and process improvements.
• Participate in on-call rotation as needed.

Linux Server Administration (Core Focus)

• Administer Linux servers (RHEL, CentOS, Rocky Linux, AlmaLinux).
• Perform maintenance: patching, updates, security hardening, performance tuning.
• Manage services: Apache/Nginx, MySQL/MariaDB/PostgreSQL, SSH, Cron, Firewalld/iptables, Systemd.
• Monitor server health (CPU, memory, disk usage) and respond to alerts.
• Manage users, permissions, and access control.
• Troubleshoot server issues (downtime, boot failures, connectivity, storage).
• Implement backup and disaster recovery procedures.
• Work across cloud environments: OVH, CloudKey, AWS, Azure.

Scripting & Automation

• Develop and maintain Bash scripts for automation (backups, monitoring, provisioning).
• Create and manage scheduled jobs (Cron).
• Build scripts for deployment and configuration.
• Maintain documentation and shared script repositories.
• (Optional) Use Python for advanced automation tasks.

Cloud & Virtualization

• Manage VMs and infrastructure across cloud platforms.
• Support virtualization technologies (VMware, KVM, Hyper-V).
• Work with containers (Docker).
• Assist in infrastructure planning and optimization.

Required Qualifications

• 3+ years of experience in Help Desk, IT Support, or Systems Administration.
• Strong experience in Linux administration (RHEL-based systems).
• Experience with Bash scripting.
• Solid knowledge of:
  • Windows support
  • Active Directory & Group Policy
  • Microsoft 365
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Experience with multi-cloud environments (AWS, Azure, OVH, CloudKey).
• Experience with ticketing systems (ServiceNow, Zendesk, ConnectWise, etc.).
• Strong English communication skills (written and verbal).
• Ability to work independently in a remote environment.

Preferred Qualifications

• Experience with Ubuntu or Debian.
• Knowledge of Python scripting.
• Experience with virtualization (VMware, KVM, Hyper-V).
• Familiarity with Docker and containerization.
• Experience with configuration management tools (Ansible, Puppet, Chef).
• Certifications (Linux+, RHCSA, RHCE, A+, Network+, ITIL).
• Experience with monitoring tools (Nagios, Zabbix, Prometheus, Grafana, Datadog).
• Experience in MSP environments