## Service Desk Tier 2 at RSM: Your Opportunity in San Salvador Are you a tech-savvy individual with a passion for problem-solving and a knack for providing excellent customer service? Do you thrive in a fast-paced environment where you can leverage your technical skills to help others? If so, the Service Desk Tier 2 position at RSM in San Salvador might be the perfect fit for you. RSM is a leading provider of professional services to the middle market, both globally and in El Salvador. We are committed to instilling confidence in a world of change, empowering our clients and people to realize their full potential. This role is a fantastic opportunity to join a dynamic team and contribute to the success of our clients by providing top-notch technical support. ### Role Overview As a Service Desk Tier 2 Technician, you will be at the forefront of resolving technical issues for our clients. You'll be providing phone and email support, troubleshooting hardware and software problems, and ensuring the smooth operation of our clients' IT systems. This role requires a strong understanding of IT infrastructure, excellent problem-solving skills, and the ability to communicate effectively with clients. ### A Day in the Life Your day as a Service Desk Tier 2 Technician will be varied and challenging. Here’s a glimpse of what you can expect: * **Answering Client Calls:** You'll spend a significant portion of your day in a phone queue, answering calls from clients who are experiencing technical difficulties. This requires you to be quick on your feet, able to diagnose problems efficiently, and provide clear and concise instructions to guide clients toward resolution. * **Troubleshooting:** You'll be responsible for troubleshooting a wide range of hardware and software issues, including problems with workstations, servers, and network equipment. This requires a deep understanding of IT systems and the ability to use diagnostic tools to identify and resolve issues. * **Systems Administration:** You'll perform systems administration tasks for Office 365, Windows Servers, and workstations across multiple clients. This includes managing user accounts, configuring systems, and ensuring that systems are secure and up-to-date. * **Backup Monitoring:** You'll monitor client backups to ensure that data is being backed up properly and that backups can be restored in the event of a disaster. This is a critical responsibility, as it helps to protect our clients' valuable data. * **Case Management:** You'll manage cases according to defined case impact and priority, ensuring that critical issues are addressed promptly and effectively. This requires you to be organized, detail-oriented, and able to prioritize your workload effectively. * **Documentation:** You'll clearly document support issues and all resolution steps in RSM’s ticketing system. This is important for tracking issues, identifying trends, and ensuring that other technicians can learn from your experience. ### Why San Salvador? San Salvador is a vibrant and growing city with a rich culture and a thriving business community. It offers a lower cost of living than many other major cities, making it an attractive place to live and work. RSM has a strong presence in San Salvador, and this role offers the opportunity to be part of a growing team and contribute to the success of our clients in the region. El Salvador is experiencing increased investment in its tech sector. Working in San Salvador allows you to be part of that growth, contributing to the country's technological advancement. ### Career Path RSM is committed to providing its employees with opportunities for growth and development. The Service Desk Tier 2 position is an excellent stepping stone to other roles within the IT organization. With experience and further training, you could advance to roles such as: * **Service Desk Tier 3 Technician:** A more senior technical role, responsible for resolving more complex issues and mentoring junior technicians. * **Systems Administrator:** Responsible for managing and maintaining the IT infrastructure for a specific client or group of clients. * **Network Engineer:** Responsible for designing, implementing, and maintaining network infrastructure. * **IT Security Analyst:** Responsible for protecting IT systems and data from security threats. RSM also supports certifications and ongoing professional development to help you achieve your career goals. ### Salary and Benefits While the exact salary for this position will depend on your experience and qualifications, you can expect a competitive salary within the range of $25,000 to $45,000 per year. In addition to a competitive salary, RSM offers a comprehensive benefits package, including: * **Health Insurance:** Comprehensive medical, dental, and vision coverage. * **Paid Time Off:** Generous vacation, sick leave, and holiday pay. * **Retirement Plan:** 401(k) plan with company match to help you save for the future. * **Professional Development:** Opportunities for training, certifications, and conferences to enhance your skills and knowledge. * **Flexible Work Arrangements**: RSM understands the importance of work/life balance. For more detailed information about RSM's benefits, please visit [https://rsmus.com/careers/working-at-rsm/benefits](https://rsmus.com/careers/working-at-rsm/benefits). ### RSM Culture At RSM, we are committed to creating an inclusive and supportive work environment where everyone feels valued and respected. We believe that our people are our greatest asset, and we are dedicated to providing them with the resources and opportunities they need to succeed. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. RSM fosters a culture of collaboration and teamwork. You will have the opportunity to work alongside talented and passionate professionals who are committed to helping our clients succeed. ### How to Apply If you are interested in applying for the Service Desk Tier 2 position at RSM in San Salvador, please submit your resume and cover letter through our online application portal. We look forward to hearing from you! ### Frequently Asked Questions (FAQ) Here are some frequently asked questions about the Service Desk Tier 2 position at RSM: 1. **What are the key responsibilities of a Service Desk Tier 2 Technician?** * Providing phone and email technical support, troubleshooting hardware and software issues, performing systems administration tasks, and monitoring client backups. 2. **What qualifications are required for this role?** * 1-2 years of experience in a technical helpdesk or IT-related role, or equivalent network administration experience. Strong problem-solving and communication skills are also essential. 3. **What is the salary range for this position?** * The salary range is typically between $25,000 to $45,000 per year, depending on experience and qualifications. 4. **What benefits does RSM offer?** * RSM offers a comprehensive benefits package, including health insurance, paid time off, a retirement plan, and professional development opportunities. 5. **What is the career path for this role?** * With experience and further training, you can advance to roles such as Service Desk Tier 3 Technician, Systems Administrator, Network Engineer, or IT Security Analyst. 6. **What is the work environment like at RSM?** * RSM fosters a collaborative and supportive work environment where everyone feels valued and respected. 7. **Is there opportunity for growth at RSM?** * Yes, RSM offers numerous resources for growth and development. 8. **What type of projects will I be working on?** * You'll be working on a variety of projects related to providing technical support and resolving IT issues for our clients. 9. **What tools will I be using in this role?** * You'll be using a variety of tools, including ticketing systems, remote access tools, and diagnostic software. 10. **What is the company culture like?** * RSM prides itself on an inclusive culture that supports work/life balance. Please visit the benefits website for more information: [https://rsmus.com/careers/working-at-rsm/benefits](https://rsmus.com/careers/working-at-rsm/benefits)