Job Summary: We are seeking a candidate with technical knowledge and analytical skills to provide remote technical assistance, ensuring incident resolution with empathy. Key Highlights: 1. Remote and empathetic technical assistance to customers. 2. Technical incident resolution and documentation. 3. Creation of guides and translation of technical language. We are looking for a candidate with technical knowledge and analytical skills to join our team. **Job Description:** Provide remote technical assistance to customers, ensuring resolution and documentation of technical incidents through an empathetic and solution-oriented attitude. **Main Responsibilities:** * Register and prioritize tickets, ensuring compliance with Service Level Agreements (**SLA**). * Identify hardware (laptops, peripherals, basic servers) and software failures. * Perform interventions using tools such as **TeamViewer, AnyDesk or Remote Desktop**. * Identify and escalate high-complexity tickets to Levels 2 and 3 following internal protocols. * Write technical documentation and create step-by-step user guides. * Translate complex technical incidents into language understandable to non-technical users. * Manage Windows and macOS environments. **Requirements:** * Technician or Engineer in Systems, Computer Science, or related fields. * Minimum 6 months of experience. * Remote support tools: TeamViewer, AnyDesk, Remote Desktop. * Operating systems: Windows, macOS (basic level). Employment Type: Full-time, Indefinite-term contract Salary: $12,000.00 - $13,000.00 per month Work Location: On-site employment