Job Overview
Location
Mexico
Job Type
Full-time
Category
DevOps & SysAdmin
Date Posted
April 17, 2026
Full Job Description
📋 Description
- • Senior Service Desk Specialist – Network Operations role at Agent Inc., a leading Managed Services Provider (MSP) focused on delivering innovative IT solutions, improving business operations, and enhancing security for clients.
- • Provide advanced technical support for end-users, resolve complex networking issues including connectivity, VPN, and configuration problems, and handle escalated tickets from lower-tier teams while mentoring junior staff.
- • Diagnose and troubleshoot LAN/WAN issues involving routers, switches, firewalls, and wireless access points; proactively monitor network performance using tools like SolarWinds or PRTG to prevent downtime.
- • Take ownership of high-priority incidents, document all activities in ticketing systems, and escalate unresolved issues to senior engineers or specialized teams when necessary.
- • Collaborate with network engineers, sysadmins, and IT leadership to support infrastructure, contribute to internal knowledge bases, and assist in system configurations such as Active Directory and printers.
- • Ensure compliance with network security policies, assist with basic network setups and upgrades, and deliver professional, clear communication to non-technical users.
- • Analyze network performance data and generate actionable reports for IT leadership to support infrastructure improvements.
🎯 Requirements
- • 5-8 years of experience in a service desk or technical support role with strong networking exposure
- • Solid understanding of network systems and experience troubleshooting complex technical issues
- • Deep knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls
- • Experience with monitoring tools such as Wireshark, SolarWinds, or PRTG
- • Hands-on experience with network hardware (e.g., Cisco, Juniper)
- • Preferred certifications: CompTIA Network+, CCNA (or higher), ITIL Foundation
🏖️ Benefits
- • Fully remote position with flexible working hours (Mondays–Fridays, 8:00 AM–5:00 PM EST)
- • Competitive monthly compensation ranging from $1,500 to $2,500 USD based on assessment
- • Opportunity to work with a leading Managed Services Provider (MSP) driving technological advancement
- • Chance to mentor junior staff and contribute to internal knowledge bases for team growth
- • Exposure to advanced network monitoring and troubleshooting tools in a dynamic IT environment
- • Professional development through hands-on experience with enterprise-grade network infrastructure
Skills & Technologies
About Agent Inc.
Agent is a technology company that operates a global talent marketplace connecting employers with pre-vetted professionals in fields such as software engineering, design, marketing and finance. The platform uses AI-driven matching and rigorous screening to streamline remote hiring, handling contracts, payments and compliance across 150+ countries. Businesses scale teams quickly without traditional recruitment overhead, while professionals access curated remote opportunities. Founded in 2016, Agent maintains headquarters in San Francisco and a distributed workforce, serving startups through Fortune 500 clients seeking on-demand expertise.
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