Job Summary: We are seeking a technical support professional with customer service skills, effective communication, and problem-solving ability to handle and follow up on technical incidents. Key Points: 1. Timely and courteous technical support with a user-focused approach. 2. Active collaboration within the team and across other departments. 3. Ability to identify and resolve technical incidents. DESCRIPTION Competencies: **Service and User-Centric Approach:** Ability to provide timely and courteous technical support, addressing users’ needs with a service-oriented attitude, empathy, and solution focus. **Effective and Clear Communication:** Skill to clearly and understandably explain incidents, solutions, and technical procedures both verbally and in writing, adapting language for non-technical users. **Teamwork and Cross-Departmental Collaboration:** Active collaboration with the IT team and other organizational departments to address incidents, implement technological improvements, and achieve shared objectives. **Task Organization and Tracking:** Orderly management of requests, tickets, and support activities, ensuring appropriate follow-up, adherence to response time requirements, and accurate documentation. **Analytical and Problem-Solving Skills:** Ability to identify root causes of technical incidents, evaluate alternatives, and apply effective solutions that minimize operational impact. **Responsibility and Confidentiality:** Ethical and responsible handling of information, access credentials, equipment, and sensitive organizational data, complying with internal policies and security standards. **Adaptability and Continuous Learning:** Capacity to adjust to technological changes, new tools, and evolving business priorities, maintaining a consistent attitude of learning and updating knowledge. Skills: * Ability to clearly communicate problems and solutions to non-technical users. * Skill to handle multiple requests while maintaining quality and focus. * Effective task organization based on urgency and impact. * Accuracy in configurations, access management, and documentation to prevent errors. * Initiative to prevent problems and propose improvements. * Ability to clearly and systematically record processes, incidents, and solutions. Main Responsibilities: * Handle and follow up on users’ technical requests and incidents. * Provide first-level technical support for hardware, software, and corporate applications. * Install, configure, and maintain computing equipment, printers, and peripheral devices. * Support basic network configuration, connectivity, and remote access setup. * Manage user accounts (creation, deactivation, modifications) according to internal policies. * Document incidents, solutions, and technical procedures. * Support technology inventory and asset management. * Collaborate on IT department projects (upgrades, migrations, improvements). * Comply with information security guidelines and sound technological practices. * Escalate complex incidents to specialized staff. REQUIREMENTS **Requirements:** 1. University degree in Systems, Computer Science, or related field. 2. Minimum 1 year of verifiable experience in technical support. 3. Basic knowledge of Windows and/or macOS operating systems, Office/Microsoft 365 suite, computer hardware, and basic networking (LAN, Wi-Fi). 4. Advanced English (spoken and written). 5. Familiarity with support ticketing tools (desirable). 6. Experience using artificial intelligence (desirable).