Help Desk Technician – Level 3 / Team Lead

About BlueAngle: BlueAngle is a next-generation managed services provider at the intersection of IT and Finance built for companies navigating M&A transactions, strategic transitions, and high-growth disruption. We deliver end-to-end solutions across Managed IT Services, Cybersecurity, ERP Implementation, Finance BPO, and Analytics as a Service, helping businesses scale at the right time and realize immediate, measurable value. Headquartered in the US with offices in the UK, BlueAngle serves clients across industries with a focus on doing things right, not just doing things quickly. Role Overview: We actively hiring a contract role for a Level 3 Help Desk Technician. As a senior engineer, you will handle the most complex issues related to infrastructure, telephony, and virtualization platforms. You would also provide escalation support and maintain high availability for critical systems. Key Responsibilities: • Manage telephony systems (VoIP, PBX, Teams Voice). • Administer on-prem and cloud servers (Windows Server, Linux optional). • Oversee virtualization platforms (VMware vSphere, Hyper-V). • Monitor and troubleshoot virtual machines and host servers. • Handle resource allocation, snapshots, vMotion, clustering. • Perform patch and vulnerability management. • Deliver root cause analysis (RCA) reports for major incidents. • On call required Technical Knowledge & Tools: 4 to 5 years of experience with • VMware ESXi / vSphere, Hyper-V. • Windows Server (AD DS, DHCP, DNS). • Storage systems (SAN/NAS management). • Cloud infrastructure (Azure IaaS, AWS EC2). • Advanced networking (firewalls, routing, VLANs). • Monitoring & automation platforms (SolarWinds, Datto, Auvik). Preferred Certifications: • Microsoft Certified: Azure Administrator Associate (AZ-104) • VMware Certified Professional (VCP-DCV) • CompTIA Security+ or CySA+ • ITIL Intermediate or higher KPIs: • Critical Incident Resolution: 90%+ within SLA • Root Cause Analysis Reports: 100% of major incidents • System Availability: 99.9%+ uptime • Change Success Rate: 95%+ without rollback • Mentorship Contribution: 1–2 sessions/month Location: • Role is remote role, located in Brazil • Would support customers in Brazil and US • Ability to work in US CST and EST time zones • Up to 15% travel may be required