Service Desk Analyst

This is a long-term, full-time position based in 
Lima, Peru
, supporting 
U.S. clients (UTC–5 / Eastern Time)
 under a 
hybrid work model
 after the initial training period.

Preference will be given to candidates who can work 
Monday through Friday
 shifts.

Fluent English (C1 minimum, C2 preferred)
 in both written and verbal communication is required, as this role supports English-speaking clients and teams across the U.S.

Candidates must apply with an 
English resume
 to be considered.

Company:

Palmiq
 is a U.S.-based technology company and value-added reseller (VAR) founded to help businesses modernize their IT infrastructures into 
advanced digital fortresses
.

From 
cybersecurity and cloud solutions
 to 
backup, disaster recovery, and managed IT services
, we partner with top-tier vendors such as 
Acronis, Veeam, Nutanix, Quest, and Kaseya
 to deliver reliable, secure, and scalable solutions.

Our 
Lima IT department
 is a fast-growing team of specialists supporting both 
domestic and U.S. operations
. We pride ourselves on punctuality, perseverance, and teamwork — empowering each team member to learn, innovate, and grow within a global environment.

Position: Service Desk Analyst

Are you passionate about technology and solving real-world IT challenges?

Do you enjoy helping users, improving systems, and working in a dynamic environment where learning never stops?

As a 
Service Desk Analyst at Palmiq
, you'll be on the front lines of our customer support operations — assisting clients and internal users with hardware, software, and network issues, escalating incidents when necessary, and ensuring fast, professional, and friendly service.

This role is ideal for someone who thrives on troubleshooting, communication, and continuous improvement — and who wants to develop their technical career within a high-performance IT team.

Key Responsibilities:

• Provide 
  Tier 1–2 technical support
   for desktops, laptops, mobile devices, and basic network issues.
• Respond promptly to 
  tickets, chats, and emails
  , ensuring service-level targets are met.
• Troubleshoot and resolve user issues related to 
  Microsoft 365, Windows, and networking
  .
• Escalate complex incidents to higher-level engineers and follow through on resolution.
• Maintain accurate documentation of incidents, actions taken, and outcomes in the 
  ticketing system
  .
• Assist with 
  software installations, system configurations, and user onboarding/offboarding
  .
• Support periodic 
  projects, system audits, and preventive maintenance
  .
• Contribute to a culture of 
  learning, collaboration, and accountability
   across the IT department.

Skills and Qualifications:

• Fluent English (C1 minimum)
   — ability to communicate clearly with U.S. clients and internal stakeholders.
• 2–3 years
   of relevant IT support experience, ideally in a 
  Managed Service Provider (MSP)
   or multi-client environment.
• Solid understanding of 
  Windows 10/11, Active Directory, Microsoft 365 Admin Center, and Exchange Online
  .
• Experience with 
  ticketing systems
   (e.g., Zoho, Autotask, ConnectWise, etc.) and 
  remote support tools
  .
• Knowledge of 
  basic networking
   (DNS, DHCP, TCP/IP, routers, switches, firewalls).
• Familiarity with 
  endpoint protection, backups, and cloud storage solutions
   (e.g., Acronis, Veeam).
• Certifications
   such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.
• Strong problem-solving skills, teamwork, and ability to work under limited supervision.

Bonus Points For:

• Prior experience in 
  MSP environments
   or supporting U.S. clients.
• Hands-on experience with 
  VMware, Hyper-V, or backup & recovery tools
  .
• Exposure to 
  security and compliance frameworks
   (firewalls, VPNs, encryption, etc.).
• Familiarity with 
  PowerShell scripting
  , automation tools, or cloud management.
• Interest in pursuing certifications such as 
  MS-102, CCNA, VCP, or Security+
  .

Compensation and Career Path:

Your compensation will be determined 
based on your skills, certifications, experience, and English proficiency
. Palmiq provides a clear growth track for IT professionals — from Service Desk Analyst to System Administrator, and beyond.

Level 1

Jr. Service Desk Analyst

$850 – $1,000

2–3 years experience, CompTIA A+ or equivalent, strong English communication

Level 2

IT Support Engineer

$1,000 – $1,200

3–4 years experience, CompTIA A+/Network+, Microsoft 365 expertise, excellent English

Level 3

Senior IT Support Engineer

$1,200 – $1,300

5+ years experience, advanced troubleshooting, system administration, certifications (CCNA, MS-102, etc.)

Benefits:

After completing the initial 90-day evaluation period, employees are eligible for:

• Paid Time Off (PTO):
   15 vacation/personal days per year
• Medical Leave:
   per EsSalud guidelines
• Pacifico EPS:
   50% coverage by Palmiq
• U.S. holidays recognized
• Professional development support:
   training and certification reimbursements
• Hybrid work flexibility
   (based on performance and team schedule)

Why Join Palmiq

At Palmiq, we believe in 
growth through perseverance, continuous learning, and teamwork
.

You'll join a company that values your voice, your ideas, and your drive to improve.

Our team operates in a 
collaborative, multicultural environment
, supporting some of the most innovative clients and technologies in the market.

If you're ready to take your IT career to the next level with a company that challenges you and supports your success — 
we'd love to meet you.