Managed Services Technician
About the job
Job Description
Where you’ll work: Guatemala, City.
Customer Care and Success at GoTo
At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.
Your Day to Day
As a Managed Services Technician you will:
Provide customer support through multiple channels, including live chat, ticketing system, and inbound phone calls, ensuring timely and professional resolution of technical issues
Participate in an on-call rotation, with a primary focus on fulfilling the critical duties associated with the role
Ensure customer satisfaction and confidence throughout the setup process
Be the lead technical contact on all troubleshooting and integration of our products into the client’s environment
Integrate existing customer equipment with our cloud pbx system
Develop APIs and automate services based on customer requirement
What We’re Looking For
As a Managed Services Technician, your background will look like:
A minimum of 2-4 years of experience in Network Support with emphasis on Routing and Switching, and an understanding of Unified Communications.
Cisco, Python, Juniper, Microsoft Certifications are a plus.
Be able to perform AD, LDAP and SSO integrations.
Experience with Communications/Voice over IP/Video over IP, SIP, ASTERISK and firewalls/network security
Experience onboarding and troubleshooting NICE InContact, Microsoft Teams
Experience with automation, python and REST API and POSTMAN
Advanced communications skills in English (written and spoken above 85%)
Have schedule flexibility to work on weekends (Opening shifts and/or Graveyard)
Internal employees:
- No active DPs in the last 6 months
- 1 year tenure in the current role
- Certified in at least one product
- Acting as a Level 2 Rep or above
- Metrics on target in the last three months
At GoTo, authenticity and inclusive culture are key to our thriving workplace, where diverse perspectives drive innovation and growth. Our team of GoGetters is passionate about learning, exploring, and working together to achieve success while staying committed to delivering exceptional experiences for our customers. We take pride in supporting our employees with comprehensive benefits, wellness programs, and global opportunities for professional and personal development. By maintaining an inclusive environment, we empower our teams to do their best work, make a meaningful impact, and grow their career. Learn more.
