IT Systems & Service Desk Analyst (Remote – Venezuela)

About the role

We are seeking a proactive IT Systems & Service Desk Analyst to join our technical operations team. The role is fully remote and supports global users, focusing on infrastructure, identity management, and cloud applications while minimizing downtime.

Key responsibilities

• User Support & Incident Resolution – act as the primary contact for remote end‑user inquiries, troubleshooting hardware, Windows 10/11, macOS, and software issues via ticketing systems.
• Cloud & Identity Management – administer user lifecycle (onboarding, offboarding, access permissions) across Microsoft 365, Azure AD/Entra ID, and Google Workspace.
• Network & Security Monitoring – troubleshoot remote connectivity (VPN, DNS, DHCP, routers) and support basic endpoint security and patch updates.
• Process & Documentation – create knowledge‑base articles, SOPs, and resolution logs to maintain high Service Level Agreements.

Required profile

• 3+ years of Tier 1/2 technical support, help‑desk or systems‑administration experience.
• Hands‑on experience with Active Directory, Azure AD/Entra ID, Microsoft 365 Admin Console and Google Workspace Admin.
• Solid understanding of TCP/IP, VPN setup, firewalls and diagnostic commands (ping, traceroute).
• Advanced English (C1) written and spoken.
• Based in Venezuela with stable internet, power backup and a dedicated remote workspace.

Required skills

• Windows 10/11
• macOS
• Active Directory
• Azure AD / Entra ID
• Microsoft 365 Admin Console
• Google Workspace Admin
• TCP/IP
• VPN
• DNS
• DHCP
• Basic firewall concepts
• Ping and traceroute commands
• Endpoint security basics
• Patch management