Your Role & Responsibilities
Provide technical support to end users (administrative and operations employees) for desktop computers, applications and related technology. Interaction with multiple levels of end users, managers, VIPs and technical staff is required.
Support includes specification, installation, and testing of computer systems and peripherals in accordance with standards and rules established by our client.
A good understanding of general IT services is required, in order to provide technical support to both local and offshore teams in charge of network, IT security, servers and telecommunications (mainly mobile telephony).
The functions include (but are not limited to):
* Accurately testing, identifying, repairing, resolving and documenting end-user technical issues for:
o Desktop, laptop and workstation support
o Basic connectivity support (fixed and mobile telephony, VOIP)
o Basic printer support
* Troubleshooting and resolution of software problems. Ability to install, configure, reconfigure or reinstall software, including remote installation.
* Remastering of computers/hard drives to customer standards.
* IMAC function, including installation and decommissioning.
* Backup and restore settings and associated system administration activities.
* Prioritization of support and service requests using the "Service Now" ticketing application.
* Training and knowledge sharing between internal teams on hardware and software usage.
Experience / Skills Requirements
* At least 3 years of experience as an IT support/maintenance technician.
* Strong experience in user support.
* ITIL knowledge (ideally certified).
* Strong ticketing tool skills (Service Now is a major benefit).
* Strong Microsoft operating system installation and troubleshooting skills.
* Strong desktop and workstation installation and repair skills.
* Experience in computer related services with knowledge of network, server and telecom basics.
* Network, VOIP and also Smartphone and MDM skills.
* Experience in remote control of PCs and knowledge of video conferencing.
Your strengths
* Smartphone and MDM skills.
* Very good written and verbal communication in Spanish.
* Good level of English (must be able to work with teams that only speak English).
* Good understanding of ticketing tool.
* Very strong customer orientation (sense of service).
* Taste for detail and rigor.
* Autonomy (while knowing how to report to your manager).
* Ability to get involved.
* Be versatile.
Various
* On-call (team rotation).
* Driving license (with sufficient points).
* Occasional inter-site travel.
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
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