Senior IT Service Desk Technician (Remote)

About the role

SMS Datacenter is seeking a Senior IT Service Desk Technician to join its fully remote team. You will work on GMT‑7 business hours, providing advanced support for desktops, systems, and networking across multiple client environments. The role is ideal for a problem‑solver who enjoys mentoring junior staff and tackling diverse technical challenges.

Key responsibilities

• Deliver Level 2 and Level 3 support with excellent customer service.
• Respond promptly to calls, emails, alerts, and tickets.
• Guide and train junior team members while handling escalations.
• Proactively monitor ticket queues and undertake projects for client and business needs.
• Execute scheduled maintenance tasks such as server reboots and backups.
• Document all work, issue status, and time entries accurately.
• Support additional projects and tasks as required.

Required profile

• Native or C2‑level English communication (verbal and written).
• 4+ years of professional IT experience, including at least 2 years in Level 2/3 support.
• 3+ years of combined systems and networking support experience, preferably in an MSP or multi‑tenant environment.

Required skills

• Administration of Windows Active Directory.
• Desktop and infrastructure support.
• Network device troubleshooting and configuration.
• Server maintenance, including reboots and backups.